Manager, Process Improvement Customer Experience

Genuine Parts Company; Atlanta, Northern (GA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Genuine Parts Company seeks a senior Process Improvement leader to analyze operations, redesign workflows, and drive AI-enabled automation in customer-facing functions. You will map processes, lead cross-functional change, and measure impact on customer satisfaction and loyalty.

The role requires 7+ years of domain experience, Lean Six Sigma Black Belt, and proven ability to influence across disciplines while delivering measurable outcomes. Travel up to 20% may be required.

Qualifications

• Bachelor's degree in Industrial Engineering, Engineering, or a related field.
• 7+ years of domain experience in process analysis and optimization across technologies and platforms.
• Experience designing processes for AI-readiness and automation.
• Experience applying systems thinking to design upstream/downstream impacts.
• Proven change-management leadership with stakeholder alignment.
• Lean/Six Sigma Black Belt or equivalent.
• Proven track record leading complex process improvements.
• Excellent cross-functional communication and collaboration.

Responsibilities

• Map current customer-facing workflows to identify bottlenecks and gaps.
• Redesign processes to reduce wait times, improve accuracy, and align with customer expectations.
• Use analytics to measure performance and validate impact on KPIs (NPS, CSAT).
• Partner with Category, IT, Operations, and Marketing to align changes with product features.
• Lead training, communication, and adoption strategies for smooth transitions.
• Work with IT to automate steps (self-service portals, AI chatbots) to improve speed and accuracy.
• Manage conflicting priorities while keeping customer experience at the center.

Skills

Process mapping

Lean Six Sigma

Kaizen

Data analytics

Change management

Cross-functional collaboration

AI readiness/automation

Systems thinking

Leadership

Travel readiness

Education

Bachelor's in Industrial Engineering or related

Tools

PeopleSoft

Job description

Job Summary

The role uses process analysis, data, and change management to identify inefficiencies, redesign workflows, and improve service delivery so that customer satisfaction, retention, and loyalty are enhanced.

Responsibilities

• Process Mapping & Analysis: Map current customer-facing workflows (e.g., support, onboarding, billing) to identify bottlenecks, redundancies, and compliance gaps
• Customer-Centric Redesign: Redesign processes to reduce wait times, improve accuracy, and align with customer expectations, using methodologies like Lean Six Sigma or Kaizen
• Data-Driven Insights: Use analytics to measure performance, track KPIs (e.g., first-contact resolution, NPS, CSAT), and validate improvement impact
• Cross-Functional Collaboration: Partner with Category, IT, Operations, and Marketing to align process changes with product features and customer journeys
• Change Management: Lead training, communication, and adoption strategies to ensure smooth transition and sustained improvements
• Technology Integration: Work with IT to automate or simplify steps (e.g., self-service portals, AI chatbots) to improve speed and accuracy
• Stakeholder Alignment: Manage conflicting priorities between departments while keeping customer experience as the central goal

Qualifications

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
• 7+ years of domain experience including process analysis, process design at scale, and applying improvement methodologies using multiple technologies, tools, or platforms to drive process optimization.
• Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve rather than simply optimizing existing workflows.
• Experience applying a systems thinking lens to process design, identifying upstream root causes and downstream impacts before prescribing solutions.
• Demonstrated experience leading organizational change, including stakeholder alignment, communication planning, and adoption measurement.
• Lean/Six Sigma Black Belt or equivalent process management expertise. Additional consideration given to Agile, service design, and other relevant experience.
• Proven track record of leading and coaching successful complex process improvements.
• Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner.
• Proven ability to work collaboratively with a wide range of stakeholders, demonstrating ability to lead and influence, express opinions, and structure arguments clearly to drive alignment to measurable outcomes.
• Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
• Prior experience developing business processes in customer support operating models that balance multiple stakeholder interests.
• Demonstrated creative problem solving and analytical skills with a pragmatic sense of how to get things done.
• Ability to travel up to 20% of time.
• Excellent follow through skills

Preferred Qualifications

• PeopleSoft experience a plus

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Makes balanced decisions and thinks strategically by being a forward thinker.
• Develops high-performing teams by providing inclusive leadership, attracting and developing world-class talent, providing ongoing feedback and building trust across the organization.

Physical Demands / Working Environment

• List of physical demands that the job requires.
• List of details about the working environment.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.