Senior Manager - Process Improvement

Everise Bpo Services; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic leader to drive customer experience optimization and process improvement initiatives. In this pivotal role, you will leverage your extensive experience in Lean Six Sigma methodologies to lead transformational projects that enhance customer satisfaction and operational efficiency. Collaborating with cross-functional teams, you will implement innovative automation solutions and integrate AI technologies to streamline processes and deliver measurable results. If you are passionate about fostering a culture of continuous improvement and have a proven track record in a BPO environment, this is an exciting opportunity to make a significant impact in a forward-thinking organization.

Qualifications

• 12+ years in process improvement, especially in BPO or CX environments.
• Certified Lean Six Sigma Black Belt is mandatory.

Responsibilities

• Lead customer experience transformation and drive Lean Six Sigma projects.
• Champion AI integration for enhanced decision-making and workflows.

Skills

Leadership

Problem-solving

Stakeholder management

Data analysis

Process improvement

Customer experience metrics

Education

Bachelor's degree in Business Administration

Master's degree (preferred)

Tools

Robotic Process Automation (RPA)

Workflow optimization tools

Job description

Customer Experience Optimization:

• Lead the transformation of customer experience journeys, ensuring they align with our & client organizational goals and exceed client expectations.
• Utilize data-driven insights to identify pain points and design strategies to improve key CX metrics such as NPS, CSAT, and FCR.

Process Improvement Projects:

• Drive Lean Six Sigma projects across multiple business functions to reduce inefficiencies, improve quality, and deliver measurable results.
• Partner with stakeholders to identify process gaps, define project scope, and implement sustainable improvements.

Automation and Digitization:

• Collaborate with IT and digital transformation teams to identify opportunities for automation and digitization across operations.
• Evaluate and deploy advanced technologies, including robotic process automation (RPA) and workflow optimization tools, to enhance productivity and reduce manual interventions.

AI-Driven Innovation:

• Champion the integration of artificial intelligence solutions into operational processes to enhance decision-making, streamline workflows, and improve customer outcomes.
• Stay abreast of AI trends and recommend applications for predictive analytics, chatbots, and other AI-powered tools.

Leadership and Stakeholder Management:

• Act as a change agent, fostering a culture of continuous improvement and innovation.
• Engage with senior leadership and clients to communicate project progress, outcomes, and value delivered.
• Provide mentorship and guidance to Green Belts and other team members in the application of Lean Six Sigma methodologies.

Performance Metrics and Reporting:

• Develop dashboards and reports to track the performance of improvement initiatives.
• Monitor ROI for projects and ensure alignment with organizational goals.

Qualifications and Skills:

• Bachelor s degree in Business Administration, Engineering, or a related field (Master s degree preferred).
• Certified Lean Six Sigma Black Belt (mandatory).
• 12+ years of experience in process improvement, with a proven track record of driving transformational projects in a BPO or CX environment.
• Strong understanding of customer experience metrics and journey mapping.
• Experience with automation tools (e.g., RPA) and AI solutions.
• Excellent leadership, problem-solving, and stakeholder management skills.
• Ability to handle complex projects in a fast-paced, dynamic environment.