Business Process Owner

Insight Global; Phoenix (AZ); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading consulting firm is looking for a Business Process Owner – Contact Center to optimize and transform contact center processes. The role involves managing KPIs, implementing process improvements, and partnering with various stakeholders to enhance customer experience. Ideal candidates have 3+ years of experience in business process ownership and expertise in process mapping. This position focuses on leading change initiatives to deliver measurable business impact.

Qualifications

• 3+ years of experience in business process ownership, consulting, or process engineering.
• Proven ability to implement and sustain change as a change champion.

Responsibilities

• Own, optimize, and transform complex contact center processes.
• Monitor and manage KPIs and operational risks.
• Lead process improvement initiatives.

Skills

Business process ownership

Process mapping and modeling

Lean methodologies

Data analysis

KPI management

Education

Bachelor's degree or equivalent experience

Job description

• 3+ years of experience in business process ownership, consulting, or process engineering/optimization
• Strong experience owning and improving complex contact center processes
• Hands‑on experience with process mapping, modeling, and documentation
• Proven ability to implement and sustain change (change champion)
• Experience with Lean, BPM, or similar process improvement methodologies
• Strong KPI development, performance monitoring, and control management experience
• Experience using systems/tools to collect, analyze, and report data
• Knowledge of process management standards, risk, and compliance controls
• Bachelor’s degree OR 6 years total relevant experience in lieu of degree

PLUSES:

• Bachelor’s degree or higher
• Leadership or people‑mentoring experience
• Property and/or auto claims experience

Job Description:

Insight Global is searching for a Business Process Owner – Contact Center to own, optimize, and transform complex contact center processes. This role partners cross‑functionally to align process strategy with enterprise experience goals, drives data‑backed process improvements, manages risk and controls, and leads continuous improvement initiatives. The ideal candidate brings strong process ownership, change leadership, and contact center expertise to deliver measurable business impact beyond traditional operations support.

Day 2 Day:

• Own end‑to‑end contact center business processes (design, testing, implementation, optimization)
• Monitor and manage KPIs, control limits, and operational risks
• Lead process improvement initiatives and develop supporting business cases
• Partner with stakeholders to align processes with customer experience strategy
• Develop communication plans and ensure stakeholder alignment
• Use reporting, data, and analytics to drive efficiencies
• Mentor team members and business partners
• Evaluate emerging technologies to support continuous improvement