Business Process Improvement (BPI) Lead

Horizontal Talent; San Francisco (CA); On-site; USD 68,000 - 117,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) retirement plan

Job summary

Horizontal Talent is seeking a Business Process Improvement Lead to optimize customer support operations through thoughtful process design and data-driven analysis. This 12+ month contract role involves leading cross-functional initiatives and partnering with teams across support, product, analytics, and shared services.

You will develop measurement plans, create functional process documentation, and apply Lean Six Sigma methods to drive sustainable improvements.

Qualifications

• 5+ years of post-graduate experience in operations or a related field.
• Lean Six Sigma Green Belt, Black Belt, or equivalent practical experience.
• Experience leading cross-functional projects and navigating ambiguous problems.
• Ability to design and improve processes and systems with measurable outcomes.
• Intermediate SQL skills and ability to create queries for analysis.
• Intermediate Excel skills and strong analytical capability.
• Proven project management skills delivering business impact.
• Strong stakeholder management and communication across levels.

Responsibilities

• Lead large-scale process improvement efforts to enhance customer support operations and user experience.
• Analyze workflows, identify opportunities, and design future-state processes.
• Plan, execute, and evaluate pilot programs before broader rollout.
• Partner with cross-functional stakeholders across support, policy, product, analytics, and shared services.
• Support change management by assessing process impacts and designing solutions.
• Develop measurement plans and use data to track performance and guide decisions.

Skills

Operations experience

Lean Six Sigma

SQL

Excel

Project management

Stakeholder management

Tools

SQL

Excel

Job description

Join a dynamic, cross-functional team as a Business Process Improvement (BPI) Lead focused on improving customer support operations through thoughtful process design, data analysis, and continuous improvement. This 12+ month contract offers the opportunity to lead impactful initiatives, partner across teams, and help shape better experiences for users at scale.

Responsibilities

• Lead large-scale process improvement efforts that enhance customer support operations and user experience.
• Analyze current workflows, identify opportunities for improvement, and design more effective future-state processes.
• Plan, execute, and evaluate pilot programs to test improvements before broader rollout.
• Partner with cross-functional stakeholders across support, policy, product, analytics, and shared services teams.
• Support change management activities by assessing process impacts and helping design solutions for high-priority changes.
• Develop measurement plans and use data to track performance, uncover root causes, and guide decisions.
• Create functional process documentation, including workflow diagrams and supporting materials.
• Use Lean Six Sigma methods and continuous improvement practices to drive sustainable results.
• Build business cases, including cost-benefit analysis, to support proposed improvements.
• Communicate progress, findings, and recommendations clearly to stakeholders and leadership.
• Help transition successful solutions into operations for long-term adoption and impact.

Skills

• 5+ years of post-graduate experience in operations, ideally in industrial engineering or a related field.
• Strong knowledge of customer service and contact center operations.
• Lean Six Sigma Green Belt, Black Belt, or equivalent practical experience.
• Experience leading cross-functional projects and working through ambiguous problem spaces.
• Ability to design and improve processes and systems with a focus on measurable outcomes.
• Intermediate SQL skills and the ability to create queries to support analysis.
• Intermediate Excel skills and solid analytical capability.
• Proven project management skills with a track record of delivering business impact.
• Strong stakeholder management and communication skills.
• Ability to build relationships and influence across teams and levels.

Preferred Skills

• Experience developing metrics and performance measurement frameworks.
• Background in root cause analysis and best-practice evaluation.
• Experience using Failure Modes and Effects Analysis (FMEA).
• Ability to create clear process documentation and functional designs.
• Experience supporting operational change and continuous improvement in a global environment.
• Comfort working with analytics tools to support decision-making.
• Background in support operations or service process improvement.

Horizontal is committed to fostering an inclusive workplace where diverse perspectives are valued, respected, and welcomed. We believe equity and inclusion strengthen teams, improve collaboration, and help create better outcomes for candidates, clients, and communities.

For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team.

Applications will be accepted for 4 weeks.

The pay range for this role is $49 - $85 per hour based on qualifications and experience.