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Business Process Improvement Lead - Remote / Telecommute

San Francisco, CA, US • Posted 9 hours ago • Updated 9 hours ago

Contract Corp To Corp

Contract W2

12 Months

On-site

Depends on Experience

Fitment

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Business Process Improvement Lead

Summary

We are looking for a Business Process Improvement Lead - Remote / Telecommute for our client in San Francisco, CA

Job Title: Business Process Improvement Lead - Remote / Telecommute

Job Location: San Francisco, CA

Job Type: Contract

Job Overview:

Pay Range: $77.75hr - $82.75hr

The Candidate will deliver process improvements for key priority Community Support (CS) Roadmap programs, where the Candidate will take on responsibilities for process analysis and design, pilot design and execution, and control plan development to improve the user experience.
The Candidate will work cross-functionally by leading Continuous Improvement pilots and projects that will focus on the analysis and improvement of Service for specific CS business processes, in order to increase operational efficiency, process quality, and result in an outstanding customer experience.
The Candidate will work cross-functionally with other Shared Services functions, Policy, and Support Product to lead the process impact assessment and subsequent process design for high-priority changes as part of the Change Management process.
The Candidate will partner with CS Analytics to design and implement process measurement systems, analyze process data, and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects.
The Candidate will create queries and utilize data analytics tools to support process improvement efforts.
The Candidate will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results, including feature launches throughout the year.

Responsibilities:

Comfortable working in ambiguous problem spaces.
Leads and supports 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.

Qualifications:

5 years of post-graduate experience in operations (industrial engineering or similar preferred experience).
Advanced knowledge of customer service and contact center operations.
Lean Six Sigma Green Belt or Black Belt Certified or equivalent experience.
Strong stakeholder management skills.
Experienced in process and systems design and improvement.
Proven track record of developing and delivering support with a positive impact on 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 the time.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10516350
Position Id: CA_BPIL_0526
Posted 9 hours ago

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