Continuous Improvement Lead, Customer Support
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Job Description
BPI Lead responsible for large-scale improvement projects in customer support operations. Enhancing service delivery and process quality for a global customer base.
Responsibilities:
- Lead Continuous Improvement pilots and projects focused on analyzing and improving service delivery for specific Community Support business processes to increase operational efficiency and process quality.
- Partner cross-functionally with Shared Services, Policy, and Support Product teams to lead process impact assessments and design solutions for high-priority changes within the Change Management process.
- Collaborate with Analytics to design and implement process measurement systems, analyze process data, and use insights to drive decision-making.
- Build queries and use data analytics tools to support improvement efforts.
- Deliver successful improvement projects with measurable business impact and transition solutions to operations for sustained results, including feature launches throughout the year.
- Build and maintain Functional Designs that illustrate the interactions between customer journey, agent processes, product features, and policies.
- Create and apply Failure Modes and Effects Analysis to identify and mitigate failures across processes and experiences.
- Present opportunities and progress to senior leadership and stakeholders.
Requirements:
- 5+ years of post-graduate experience in operations (industrial engineering or similar background preferred).
- Advanced knowledge of customer service and contact center operations.
- Lean Six Sigma Green Belt or Black Belt certification (or equivalent experience).
- Proven track record leading cross-functional teams to deliver projects with measurable business impact.
- Strong stakeholder management skills.
- Experience in process and systems design and improvement.
- Intermediate SQL, Excel, and analytics capability.
- Comfortable operating in ambiguous problem spaces.
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