Associate Director, Process Redesign — Telco CX Leader

MicroSourcing; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Competitive Rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines invites you to lead the Associate Director, Process Redesign. You will identify key improvements, guide complex programs, and shape CX/EX through Lean Six Sigma, Agile, and Human-Centered Design.

You'll collaborate with senior leaders, build high-performing teams, mentor Lean Six Sigma belts, and manage portfolios with opex/capex budgets, delivering measurable business value on time in an onsite, dayshift environment.

Qualifications

• Proven experience leading and delivering a portfolio of complex process improvement programs with clear CX and productivity benefits.
• Extensive expertise in process redesign consulting, using Lean Six Sigma, Agile, and Human-Centered Design.
• Demonstrated people leadership experience, with a track record of building, engaging, and managing high-performing teams; strong stakeholder management, communication, and facilitation skills.
• Experience in financial management, including controlling operational and capital budgets (opex and capex).

Responsibilities

• Identify key process improvements, ROI, and efficiency opportunities using customer insights and analytics.
• Scope and execute complex programs of work, defining problems and implementing sustainable solutions with Lean Six Sigma, Agile, and Human-Centered Design.
• Collaborate with senior leaders and cross-functional teams to align on customer experience strategy and optimize technology roadmaps.
• Lead a high-performing portfolio team, building talent and driving engagement.
• Coach and mentor team members, guiding trainees toward formal certification.
• Manage a portfolio to deliver CX/EX benefits on time while tracking metrics and budgets.

Skills

Portfolio leadership

Lean Six Sigma

Agile

Human-Centered Design

Stakeholder management

Financial management

Education

Lean Six Sigma Black Belt or Master Black Belt certification

Tools

BPMN

Process mining tools

AI technologies

Job description

MicroSourcing in the Philippines invites you to lead the Associate Director, Process Redesign. You will identify key improvements, guide complex programs, and shape CX/EX through Lean Six Sigma, Agile, and Human-Centered Design.

You'll collaborate with senior leaders, build high-performing teams, mentor Lean Six Sigma belts, and manage portfolios with opex/capex budgets, delivering measurable business value on time in an onsite, dayshift environment.