Global Process Excellence and Continuous Improvement Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Develop comprehensive end-to-end processes for all new product introductions, features, or initiatives that affect customers, ensuring a smooth customer experience and operational readiness prior to launch.

• Spearhead process enhancement projects utilizing Lean Six Sigma methodologies (DMAIC, Kaizen, PDCA) to refine existing workflows.

• Utilize Value Stream Mapping and BPMN to chart current and future state processes, identifying inefficiencies and bottlenecks.

• Perform root cause analysis (5 Whys, Ishikawa, FMEA) to tackle systemic challenges.

• Create and maintain detailed process documentation, including SOPs and workflow diagrams.

• Evaluate support case data and operational metrics to uncover improvement opportunities and assess business impact.

• Construct business cases for process modifications using SQL, Excel, Power BI/Tableau, and statistical analysis tools.

• Employ predictive analytics and AI/ML to anticipate trends and proactively resolve issues.

• Establish baseline metrics and monitor performance following implementation.

• Facilitate cross-functional workshops with agents, team leads, managers, and executives to design and enhance processes.

• Collaborate with Learning & Development to develop training programs for new and updated processes as needed.

• Work with Global Support Operations to provide ongoing briefings and enablement for frontline teams.

• Address resistance through structured change management (ADKAR, Kotter) and effective communication strategies.

• Promote adoption and ensure continuous process adherence across teams.

• Actively identify problem areas through consistent monitoring, trend analysis, and feedback from frontline staff.

• Conduct regular process audits to ensure compliance and identify any gaps or deviations.

• Create governance frameworks for process ownership, review cycles, and continuous improvement.

• Advocate for a culture of continuous improvement by providing coaching and methodology training.

• Stay updated with emerging technologies (AI, automation, process mining) and industry best practices.

• Build, mentor, and manage a team of 1-2 Process Improvement Analysts.

• Set priorities, allocate resources, and oversee multiple improvement projects concurrently.

• Link process enhancements to business outcomes such as customer satisfaction, cost efficiency, and scalability.

• Present findings, recommendations, and ROI estimates to senior leadership.

• Contribute to the long-term strategic planning for Global Support transformation.

⛳️ Requirements

• Bachelor's degree in Engineering, Operations Management, Business Administration, Industrial Engineering, or a related field.

• Mandatory Lean Six Sigma Black Belt certification.

• Project Management Professional (PMP) or an equivalent project management certification is highly preferred.

• Change Management certification (Prosci, Kotter, or similar) is advantageous.

• 5-7+ years of experience in process improvement, operational excellence, or continuous improvement roles.

• At least 2 years in a leadership or team management position.

• Strong experience in the hospitality industry, customer support, customer service, or BPO operations is highly preferred.

• Proven success in leading cross-functional process improvement initiatives that yield measurable business results.

• Experience in implementing change management strategies within fast-paced, dynamic environments.

🏝️ Benefits

• Mental health and well-being initiatives.

• Generous parental (including secondary) leave policy.

• Flexibility to work in a hybrid model (2-3 days in the office).

• Paid birthday, study, and volunteering leave each year.

• Sponsored social clubs, team events, and celebrations.

• Employee Resource Groups (ERG) to help you connect and engage.

• Investment in your personal growth offering training for your advancement.