Business Process Manager

Description

We are looking for an experienced customer relations and business process leader to support a long-term contract opportunity in Tallahassee, Florida. This role will serve as a key connection point between business teams, technology partners, vendors, and external stakeholders while driving process excellence and service quality. The position combines stakeholder engagement, operational improvement, and team leadership to help advance large-scale program objectives in a complex enterprise environment.

Responsibilities:
Build and sustain strong working relationships with business areas, external customers, technology teams, and service providers to support effective collaboration and delivery.
Serve as the central point of coordination among stakeholders, ensuring business needs are clearly communicated and addressed across functional teams.
Manage complex customer concerns and escalations, identify root causes, and guide resolution efforts that improve long-term satisfaction and performance.
Support vendor and contract management activities by contributing to service oversight, performance tracking, and related discussions with third-party partners.
Lead and guide business process consultants engaged in analysis, redesign, and process engineering initiatives across multiple workstreams.
Establish consistent approaches for documentation, quality review, and process improvement methods to strengthen project outcomes and team effectiveness.
Translate operational needs into well-defined business requirements and work closely with IT teams to align solutions with strategic objectives.
Direct process evaluation, modeling, and optimization efforts to improve service delivery, operational efficiency, and overall customer experience.

Requirements

Demonstrated experience leading customer relations, stakeholder engagement, or business process consulting work within complex organizations.
Strong ability to communicate with business users, technical teams, vendors, and executive stakeholders in a clear and detail-oriented manner.
Hands-on experience with process improvement, process design, documentation standards, and quality assurance practices.
Proven ability to supervise or mentor consultants while managing priorities across multiple initiatives and business units.
Experience developing or interpreting business requirements and partnering with technology teams to support solution delivery.
Knowledge of vendor management, service oversight, and contract-related coordination in a structured setting.
Proficiency in analytical and modeling techniques used to assess workflows, identify gaps, and recommend operational improvements.

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