Senior Continuous Improvement Lead, Customer Support Operations
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Job Description
Senior Continuous Improvement Lead responsible for enhancing customer support operations through process improvement projects. Collaborating cross-functionally to deliver measurable impacts across high priority initiatives.
Responsibilities:
- Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.
- Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.
- Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.
- Build queries and use data analytics tools to support process improvement efforts and identify root causes.
- Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year.
- Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.
- Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them.
- Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.
Requirements:
- 5+ years of post graduate experience in operations, with 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 demonstrated experience.
- Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.
- Strong stakeholder management skills, with the ability to influence across functions and seniority levels.
- Hands on experience in process and systems design and improvement.
- Intermediate SQL skills.
- Intermediate Excel and analytics capability.
- Comfort operating in ambiguous problem spaces.
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