Impactful Process Improvement Lead, Customer Ops

Cypress HCM; United States; On-site; USD 103,000 - 114,000; Full time

Job summary

Cypress HCM is seeking a Business Process Improvement Lead to drive large-scale improvement projects across Customer Support. You will analyze and redesign processes, pilot changes, and develop control plans to enhance the user experience and operational efficiency.

The role requires Lean Six Sigma Green Belt, strong SQL/Excel skills, and the ability to work with CS analytics to measure impact. Travel up to 20% is possible, with cross-functional collaboration across Shared Services.

Qualifications

• 5 years of post-graduate experience in operations (industrial engineering or similar preferred).
• Advanced knowledge of customer service and contact center operations.
• Lean Six Sigma Green Belt Certified or equivalent experience.
• Strong stakeholder management skills.
• Proven track-record of developing and delivering support with positive impact to business metrics.
• Experienced in project management and leading cross-functional teams to successfully achieve business goals.
• Intermediate SQL skills.
• Intermediate Excel.
• Intermediate analytics capability.
• Travel potential up to 20% of time.

Responsibilities

• Lead cross-functional project teams to implement operational changes.
• Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.
• Builds relationships with cross-functional CS and broader business stakeholders.
• Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
• Collects data and insights from operations to identify the root cause of problems.
• Measures performance against process requirements.
• Surveys, identifies and analyzes best practices for techniques and processes.
• Leads initiatives to implement best practices in operations.
• Performs cost and benefit analyses and constructs business cases for process improvement opportunities.
• Presents opportunities for approval to senior leadership.
• Communicates progress to stakeholders.
• Diagrams and evaluates existing processes.
• Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc.
• Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.

Skills

Stakeholder management

Project management

Cross-functional leadership

Process improvement

Data analytics

Education

Industrial engineering or similar

Tools

SQL

Excel

Analytics tools

Job description

Cypress HCM is seeking a Business Process Improvement Lead to drive large-scale improvement projects across Customer Support. You will analyze and redesign processes, pilot changes, and develop control plans to enhance the user experience and operational efficiency.

The role requires Lean Six Sigma Green Belt, strong SQL/Excel skills, and the ability to work with CS analytics to measure impact. Travel up to 20% is possible, with cross-functional collaboration across Shared Services.