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Overview
The Manager oversees process improvement initiatives focused on enhancing customer experience at scale. This role leverages data-driven insights and technology integration to transform workflows and drive measurable outcomes. We seek a leader who can align cross-functional teams to achieve sustainable operational excellence.
What You'll Do11
- 1Map current customer-facing workflows to identify bottlenecks and compliance gaps
- 2Redesign processes to reduce wait times and improve accuracy using Lean Six Sigma methodologies
- 3Analyze performance metrics to track KPIs such as first-contact resolution and NPS
- 4Collaborate with IT and cross-functional partners to implement automation solutions
- 5Lead change management initiatives including training and communication strategies
- 6Develop self-service portals and AI chatbots to enhance service delivery speed
- 7Align process changes with product features and customer journeys across departments
- 8Drive continuous improvement through systems thinking and root cause analysis
- 9Mentor teams to foster inclusive leadership and collaborative problem-solving
- 10Travel up to 20 percent of project time to support remote teams
- 11Ensure adherence to regulatory standards while implementing scalable solutions
Requirements10
- 1Bachelor's degree in Industrial Engineering or related field
- 27+ years of experience in process analysis and design at scale
- 3Certification as Lean Six Sigma Black Belt or equivalent
- 4Proven track record in AI-readiness and automation implementation
- 5Experience with Agile methodologies and service design principles
- 6Strong communication skills for stakeholder engagement and conflict resolution
- 7Ability to develop business processes balancing multiple stakeholder interests
- 8Previous experience with PeopleSoft preferred
- 9Physical stamina to travel 20 percent of project time
- 10Demonstrated commitment to customer-centric outcomes and inclusive leadership
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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