Job Summary
The role uses process analysis, data, and change management to identify inefficiencies, redesign workflows, and improve service delivery so that customer satisfaction, retention, and loyalty are enhanced.
Responsibilities
- Process Mapping & Analysis: Map current customer-facing workflows (e.g., support, onboarding, billing) to identify bottlenecks, redundancies, and compliance gaps
- Customer-Centric Redesign: Redesign processes to reduce wait times, improve accuracy, and align with customer expectations, using methodologies like Lean Six Sigma or Kaizen
- Data-Driven Insights: Use analytics to measure performance, track KPIs (e.g., first-contact resolution, NPS, CSAT), and validate improvement impact
- Cross-Functional Collaboration: Partner with Category, IT, Operations, and Marketing to align process changes with product features and customer journeys
- Change Management: Lead training, communication, and adoption strategies to ensure smooth transition and sustained improvements
- Technology Integration: Work with IT to automate or simplify steps (e.g., self-service portals, AI chatbots) to improve speed and accuracy
- Stakeholder Alignment: Manage conflicting priorities between departments while keeping customer experience as the central goal
Qualifications
- Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
- 7+ years of domain experience including process analysis, process design at scale, and applying improvement methodologies using multiple technologies, tools, or platforms to drive process optimization.
- Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve rather than simply optimizing existing workflows.
- Experience applying a systems thinking lens to process design, identifying upstream root causes and downstream impacts before prescribing solutions.
- Demonstrated experience leading organizational change, including stakeholder alignment, communication planning, and adoption measurement.
- Lean/Six Sigma Black Belt or equivalent process management expertise. Additional consideration given to Agile, service design, and other relevant experience.
- Proven track record of leading and coaching successful complex process improvements.
- Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner.
- Proven ability to work collaboratively with a wide range of stakeholders, demonstrating ability to lead and influence, express opinions, and structure arguments clearly to drive alignment to measurable outcomes.
- Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
- Prior experience developing business processes in customer support operating models that balance multiple stakeholder interests.
- Demonstrated creative problem solving and analytical skills with a pragmatic sense of how to get things done.
- Ability to travel up to 20% of time.
- Excellent follow through skills
Preferred Qualifications
- PeopleSoft experience a plus
Leadership
- Embodies the following values: serve, perform, influence, respect, innovate, team.
- Effectively communicates by motivating and inspiring others through clear and proactive communication.
- Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
- Makes balanced decisions and thinks strategically by being a forward thinker.
- Develops high-performing teams by providing inclusive leadership, attracting and developing world-class talent, providing ongoing feedback and building trust across the organization.
Physical Demands / Working Environment
- List of physical demands that the job requires.
- List of details about the working environment.
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