Customer Service Process Improvement Analyst

PNM; Albuquerque (NM); On-site; USD 73,000 - 121,000; Full time

Job summary

PNM is seeking a results-driven process improvement professional to support marketing and customer service processes in Albuquerque, NM. The role focuses on assessing current workflows, identifying gaps, and delivering actionable recommendations to close gaps between actual and desired performance.

Responsibilities include leading independent process assessments, collaborating with various departments to translate requirements, and developing corrective actions with management.

Qualifications

• Bachelor's degree and 5–7 years related experience or equivalent
• Quality discipline certification preferred (e.g., ASQ, CQA, Six Sigma)
• Strong communication, analytical and problem-solving skills

Responsibilities

• Assess and improve existing business processes; identify gaps and inefficiencies
• Serve as liaison to translate functional requirements across departments
• Lead independent process assessments to identify gaps between current and desired states
• Coordinate department self-assessments and drive corrective actions
• Conduct root-cause analyses for incidents and process failures
• Identify opportunities for improvement and align with strategic planning

Skills

Process improvement

Root cause analysis

Stakeholder management

Data analysis

MS Office

Education

Bachelor's degree

Tools

Six Sigma

Job description

PNM is seeking a results-driven process improvement professional to support marketing and customer service processes in Albuquerque, NM. The role focuses on assessing current workflows, identifying gaps, and delivering actionable recommendations to close gaps between actual and desired performance.

Responsibilities include leading independent process assessments, collaborating with various departments to translate requirements, and developing corrective actions with management.