Manager, Business Process Improvement

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

📋 Description

• Oversee a team of analysts and leaders focused on business process improvement.

• Enhance team capabilities in problem-solving, systems thinking, process design, and engineering systems to ensure AI readiness and default automation.

• Guide the team in both continuous improvement and proactive process engineering, applying the appropriate discipline to each challenge, enhancing existing processes, and designing systems that avert failures from inception.

• Employ systems thinking for every initiative, mapping out the complete upstream and downstream context before recommending solutions and pinpointing the true source of issues rather than just their manifestations.

• Direct change management efforts for process transitions, ensuring new designs are effectively adopted by agents, teams, and partners while maintaining long-term sustainability of the change.

• Contribute to the strategic development and advancement of process engineering as an operational discipline, leading its practical application and providing recommendations for decision-making in supported business areas.

• Execute strategies in alignment with the strategic objectives of Community Support.

• Make informed decisions based on data-driven analyses, spotting opportunities suitable for both incremental improvements and systemic redesign.

• Utilize an appropriate set of process analysis, design, and automation tools to drive clearly defined future state processes at scale.

• Maintain ownership of execution from start to finish; strategies must lead to measurable outcomes.

• Maintain an unwavering focus on continuously enhancing both the customer and employee experiences in key business areas.

• Manage the demands and associated resources for initiatives from the Community Support roadmap, operational changes, and various working groups.

• Collaborate across functions to align priorities and make informed trade-offs.

• Partner with Product and Technology teams to ensure that process requirements inform tooling design and that new capabilities are developed considering how agents and customers operate.

• Implement workflows that facilitate the efficient delivery of value-based outcomes from the team, providing clear guidance when necessary and removing obstacles.

• Advance Process Engineering maturity by integrating the discipline's principles into how the team scopes, designs, measures, and refines every initiative, including training and developing practitioners.

• Ensure every process design is assessed against three criteria: it reduces the burden on agents and customers, it is measurable from day one, and it can be automated or self-correct over time.

• Develop the problem-solving capabilities of the team through coaching, mentoring, and various employee engagement activities.

• Support stakeholders by providing a leadership perspective in the scoping, definition, design, and implementation of process improvement projects.

• Hold the team accountable for outcome ownership, tracking results after launch and iterating until the desired objective is achieved, not merely delivered.

• Regularly communicate with stakeholders about how the work of BPI aligns with outcomes and continuously improve as part of a comprehensive, solutions-based approach.

⛳️ Requirements

• A Bachelor's Degree in Industrial Engineering, Engineering, or a related field is preferred.

• At least 7 years of experience in a customer support operations environment, process management, or process improvement.

• A minimum of 10 years of domain experience, including process analysis, process design at scale, and applying improvement methodologies with various technologies, tools, or platforms to enhance process optimization.

• Proven ability to design processes for AI readiness and automation, creating systems that can transition to AI as capabilities develop, rather than just optimizing existing workflows.

• Experience applying a systems thinking approach to process design, identifying upstream root causes and downstream impacts before recommending solutions.

• An experienced people leader with a history of guiding teams through shifts in operating discipline, fostering capability and a culture centered around higher standards.

• Demonstrated experience leading organizational change, including aligning stakeholders, planning communication, and measuring adoption.

• Lean/Six Sigma Black Belt or equivalent expertise in process management; additional consideration for expertise in Agile, service design, and other relevant areas.

• Proven track record of leading and coaching successful complex process improvements.

• Ability to engage and communicate openly and transparently with individuals at all levels of the organization.

• Proven capability to collaborate effectively with a diverse range of stakeholders, demonstrating the ability to lead and influence, articulate opinions, and structure arguments clearly to achieve alignment on measurable outcomes.

• Strong focus on the end-to-end customer journey and customer-centric results.

• Prior experience in developing business processes within customer support operating models that address multiple stakeholder interests.

• Demonstrated creative problem-solving and analytical skills with a practical understanding of how to achieve results.

• Willingness to travel up to 20% of the time.

🏝️ Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.