Process Improvement Analyst

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

📋 Description

• Develop comprehensive business processes, workflows, and operating models to outline swim lanes, RACI charts, and control plans.

• Perform process evaluations and root cause analyses.

• Utilize data analysis to pinpoint opportunities for ongoing improvement and optimization.

• Lead workshops and collaborative sessions to ensure teams are aligned on process design, ownership, decisions, and operational readiness.

• Assist corporate lines of business by identifying operational impacts, dependencies, risks, and implementation needs.

• Create and enhance business processes to facilitate new project implementations.

• Collaborate with other process specialists to produce process maps and documentation.

• Oversee process improvement initiatives from initial discovery through to implementation and post-launch review.

⛳️ Requirements

• A minimum of two (2) years in operations, project management, or business process roles.

• A minimum of two (2) years of experience in creating and interpreting process maps, workflows, and documentation using tools like Visio or similar software.

• Proficiency in PowerPoint, Excel, and related tools, with the ability to craft clear, impactful narratives supported by data and visualization tools.

• At least two (2) years of operations, project management, or business process experience in a high-volume contact center (>10,000 interactions per day, both voice and non-voice).

• Experience in analyzing contact center data to identify trends and improve call center processes using metrics.

• Certification and training in Six Sigma or other process-related methodologies.

• A minimum of two (2) years of experience with Agile methodology, Scrum, or Jira.

🏝️ Benefits

• Exceptional travel benefits – Enjoy 110 nights of significantly discounted travel, with room rates as low as $40/night at our prestigious hotels through our Go Hilton travel program.

• Invest in Hilton – Through our employee stock purchase program (ESPP), you can acquire Hilton shares at a 15% discount to enhance your financial future.

• Paid parental leave – Family matters, and we provide paid leave for eligible Team Members, including partners and adoptive parents.

• Tailored caregiving support – Gain access to dedicated caregiving concierge services to assist with caregiving for yourself and your family.

• Crisis concierge – During times of loss, our Crisis Concierge offers a single, compassionate point of contact for practical support and emotional care.

• Mental health resources – Your wellbeing is our priority. Eligible Team Members can access free counseling and support through our exceptional Employee Assistance Program (EAP).

• Generous paid time off (PTO) – Recharge, unwind, and prioritize what matters most.

• Comprehensive health & welfare benefits – From checkups to dental care and new eyewear, we provide a range of health plans to keep you and your family protected.

• Financial security for your future – Our retirement plans simplify saving for what lies ahead.