Customer Support Process Improvement Lead (Lean Six Sigma)

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

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.