Global Process Excellence and Continuous Improvement Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Manager establishing and leading Process Excellence team for global support operations. Focused on continuous improvement and operational efficiency across customer support processes.
Responsibilities:
- Design end-to-end processes for all new product rollouts, features, or initiatives that impact customers – ensuring seamless customer experience and operational readiness before launch
- Lead process improvement initiatives using Lean Six Sigma methodologies (DMAIC, Kaizen, PDCA) to optimize existing workflows
- Map current and future state processes using Value Stream Mapping and BPMN to identify inefficiencies and bottlenecks
- Conduct root cause analysis (5 Whys, Ishikawa, FMEA) to address systemic issues
- Create and maintain comprehensive process documentation, SOPs, and workflow diagrams
- Analyze support case data and operational metrics to identify improvement opportunities and quantify business impact
- Build business cases for process changes using SQL, Excel, Power BI/Tableau, and statistical analysis tools
- Leverage predictive analytics and AI/ML to forecast trends and proactively address issues
- Establish baseline metrics and track post-implementation performance
- Facilitate cross-functional workshops with agents, team leads, managers, and leadership to design and refine processes
- Partner with Learning & Development to create training programs for new and revised processes when required
- Collaborate with Global Support Operations to deliver ongoing briefings and enablement to frontline teams
- Manage resistance through structured change management (ADKAR, Kotter) and effective communication strategies
- Drive adoption and ensure sustained process adherence across teams
- Proactively identify problem areas through ongoing monitoring, trend analysis, and frontline feedback
- Conduct periodic process audits to ensure adherence and identify gaps or drift
- Establish governance frameworks for process ownership, review cycles, and continuous iteration
- Champion a culture of continuous improvement through coaching and methodology training
- Stay current 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 manage multiple improvement projects simultaneously
- Connect process improvements to business outcomes (customer satisfaction, cost optimization, scalability)
- Present findings, recommendations, and ROI projections to senior leadership
- Contribute to long-term strategic planning for Global Support transformation
Requirements:
- Bachelor's degree in Engineering, Operations Management, Business Administration, Industrial Engineering, or related field
- Lean Six Sigma Black Belt certification (mandatory)
- Project Management Professional (PMP) or equivalent project management certification (highly preferred)
- Change Management certification (Prosci, Kotter, or similar) is a plus
- 5-7+ years of experience in process improvement, operational excellence, or continuous improvement roles
- 2+ years in a leadership or team management capacity
- Strong background in hospitality industry, customer support, customer service, or BPO operations (highly preferred)
- Demonstrated success leading cross-functional process improvement initiatives with measurable business impact
- Experience implementing change management strategies in 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-office)
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Similar Jobs
Research Manager
Research Manager at Ontario Native Women's Association overseeing research projects to advocate for Indigenous women's rights. Apply a human-rights centered approach within a collaborative team environment.
Digital Special Projects Manager
Digital Special Projects Manager at Climate Power facilitating high-priority projects across digital program verticals. Supporting project management and communication across departments to achieve campaign objectives.
Manager, Regional Field Services
Manager for medical device collection programs at Medline overseeing operations in hospitals. Collaborating with teams to exceed service expectations and support sustainability initiatives.
Regional EH&S Manager
EH&S Manager developing and implementing safety solutions for JLL's fulfillment centers. Collaborating with site management and ensuring compliance with health and safety standards while maintaining peak performance.
Law Library Manager – Research
Law Library Manager overseeing library services in Research and Intelligence department at Harbor. Leading a high-performing team using innovative legal technology solutions in a fully remote role.
Senior Manager, Cyber Resilience Team
Senior Manager leading Cyber Resilience Team, driving strategic cyber resilience plans for customers. Collaborating with cross-functional teams to enhance cyber preparedness and responsiveness.
Manager, Payor Strategy, Contracting
Payor contracting leader driving revenue and scalability for Wheel through innovative payer strategies and complex negotiations. Collaborating with cross-functional teams and leveraging payer relationships for optimal terms.
Senior Manager, Web Experience
Senior Manager of Web Experience at Nerdio leading strategy for getnerdio.com. Responsible for web presence optimization, conversions, and team leadership.
Responsable Comercial – Sector Veterinario
Commercial Manager at CoVet driving AI tool adoption in veterinary clinics in Spain. Proactive role focused on client relations and market analysis for business growth.
Grants and Contracts Manager
Grants and Contracts Manager at Duke University handling complex grant portfolios and ensuring compliance with regulations. Managing pre-award and post-award activities within the School of Medicine.
Residential Construction Manager
Owner’s Representative overseeing residential construction projects at Revive HQ. Ensuring quality, compliance, and customer satisfaction through effective project management and stakeholder coordination.
Manager, Cyber Defense
Manager of Cyber Defense leading part of the Cyber Defense team at DoorDash. Responsible for identifying and mitigating cybersecurity threats and advancing automation.
Partner Enablement Manager
Partner Enablement Manager responsible for designing and delivering enablement programs. Supporting Sophos’ Go-To-Market priorities in the European market for partner sales and solutions.
Senior Manager, Federal Policy and Public Affairs
Senior Manager of Federal Policy and Public Affairs at Waabi, engaging with Congress and federal agencies. Overseeing strategic regulatory initiatives and representing the company in DC.
Authorization Manager
Overseeing the Authorization department at PT Solutions to ensure timely and accurate processing of prior authorizations. Providing strategic leadership and managing workflows across various teams.
Senior Manager, Equity
Senior Manager overseeing global equity functions at New Relic. Driving strategic initiatives and compliance in diverse international markets from a fully remote setup.
Manager, Member Experience
Manager, Member Experience shaping NSTXL’s membership strategy and enhancing member engagement. Overseeing member lifecycle from outreach to retention for mission-ready membership base.
Software Vendor Manager
Manage and optimize software vendor relationships and contracts for Hewlett Packard Enterprise. Collaborate across teams to ensure effective vendor management and cost efficiency.
Senior Contract Manager
Senior Contract Manager managing client contract requests for Mercer. Collaborating with legal professionals and internal stakeholders to improve sales contracting process.
Senior Product Launch Manager
Launch Manager overseeing product launches for cloud-based automotive software solutions. Collaborating with teams to ensure successful product releases and continuous improvement.