Associate Director, Process Improvement & CX

MicroSourcing; Taguig; On-site; PHP 3,000,000 - 5,400,000; Full time

Benefits offered by this job

Healthcare on day one

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Job summary

MicroSourcing is seeking an Associate Director - Process Improvement to lead portfolio-wide programs that optimize efficiency and experiences for customers and employees. You will apply Lean Six Sigma, Agile, and Human-Centered Design to deliver measurable ROI while guiding senior stakeholders and a high-performing team.

The role demands strong leadership, strategic thinking, and budget discipline across capex/opex in a dynamic telecom-adjacent shared services environment.

Qualifications

• Experience leading a portfolio of complex process-improvement programs with CX/ productivity benefits.
• Expertise in process redesign using Lean Six Sigma, Agile and Human-Centered Design.
• Strong leadership with a track record of building and managing high-performing teams
• Excellent stakeholder management, communication, and facilitation with senior leaders.

Responsibilities

• Identify and scope portfolio opportunities, define problems, and implement sustainable improvements.
• Lead cross-functional teams to optimize customer and employee experiences.
• Coach trainees through Black Belt/Green Belt certification.
• Manage capex/opex budgets and deliver ROI on initiatives.
• Engage senior stakeholders to align on CX strategy and roadmaps.
• Build talent and drive engagement within the portfolio team.

Skills

Portfolio leadership

Lean Six Sigma

Agile

Human-Centered Design

Stakeholder management

People leadership

Budget management

Education

Lean Six Sigma Black Belt

Master Black Belt

Tools

BPMN

Process mining

AI tools

Job description

MicroSourcing is seeking an Associate Director - Process Improvement to lead portfolio-wide programs that optimize efficiency and experiences for customers and employees. You will apply Lean Six Sigma, Agile, and Human-Centered Design to deliver measurable ROI while guiding senior stakeholders and a high-performing team.

The role demands strong leadership, strategic thinking, and budget discipline across capex/opex in a dynamic telecom-adjacent shared services environment.