Process Improvement Manager

Entertainment Plus; Portland (OR); On-site; USD 109,000 - 174,000; Full time

Job summary

Entertainment Plus in Portland, OR is seeking a Process Improvement Manager who can own the Customer Service roadmap and translate customer feedback into impactful improvements. The role emphasizes resilience, growth mindset, and effective collaboration across contract teams and stakeholders.

You will leverage eight years of customer service experience to guide decisions, mentor teammates, and ensure outcomes align with business goals.

Qualifications

• 8 years of customer service experience.
• Growth mindset and resilience.
• Ability to present ideas to stakeholders at all levels.
• Managerial judgment about prioritization and escalation.

Responsibilities

• Refuse to let Resilience debt quietly accumulate on your watch
• Balance independent work with effective contract team collaboration
• Resolve customer concerns with patience and a focus on outcomes
• Steer Entertainment Plus's Customer Service roadmap with both nerve and humility
• Notice the empathy-led gap between the spec and the shipped thing
• Field curveballs from Portland clients without losing the thread
• Keep Entertainment Plus's Portland, OR site running while improvements ship underneath
• Partner with peers to troubleshoot issues and share practical knowledge

Skills

Customer service

Resilience

Growth mindset

Stakeholder presentation

Job description

A Process Improvement Manager opportunity has opened at Entertainment Plus, and we'd love to find someone who's genuinely excited about it. Consider the trade: your 8 years of Customer Service for $109,000 - $174,000, a contract schedule, and ownership most shops never offer.

Key Responsibilities

• Refuse to let Resilience debt quietly accumulate on your watch
• Balance independent work with effective contract team collaboration
• Resolve customer concerns with patience and a focus on outcomes
• Steer Entertainment Plus's Customer Service roadmap with both nerve and humility
• Notice the empathy-led gap between the spec and the shipped thing
• Field curveballs from Portland clients without losing the thread
• Keep Entertainment Plus's Portland, OR site running while improvements ship underneath
• Partner with peers to troubleshoot issues and share practical knowledge

What You'll Bring

• The judgment to distinguish a fire drill from an actual fire
• A keen eye for quality and consistency in your output
• A point of view, held loosely and defended well
• Resilience measured across 8 years of general cycles
• Hands‑on command of Professionalism, with Growth Mindset as a close second
• Comfortable presenting ideas to stakeholders at every level
• Manager‑caliber judgment about when to absorb and when to elevate

Entertainment Plus is what happens when question-everything engineers in Portland decide that good enough is the enemy of great Growth Mindset. We default to documenting decisions so OR and remote teammates stay equally in the loop.

Here you earn $109,000 - $174,000 while a dedicated mentor helps you grow from manager into ownership, all wrapped in benefits worth keeping.