Business Process Improvement Manager

Required

• 10+ years of post-graduate experience in operations, process management, or process improvement, with at least 7 years in a customer support operations environment (preferred).
• Lean Six Sigma Black Belt certified or equivalent process engineering expertise. Additional consideration given to Agile, service design, and Industrial and Systems Engineering experience.
• Demonstrated ability to build AI prototypes and proof-of-concept workflow automations: practical experience using AI tools, no-code or low-code platforms, or scripting to test and validate process designs before full implementation.
• Demonstrated mastery to design processes for AI-readiness and automation, engineering systems that evolve with AI capabilities rather than simply optimizing existing workflows.
• Proven experience applying systems thinking to process design, identifying root causes upstream and tracing impacts downstream before prescribing solutions.
• Advanced statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis.
• Experience using process simulation tools to model process behavior, test design assumptions, and predict outcomes under varying conditions prior to implementation.
• Demonstrated experience driving organizational change, including stakeholder alignment, communication planning, and adoption measurement.
• Proven ability to interact and communicate with people at all levels of the organization, including senior leadership, in an open and transparent manner.
• Proven ability to work collaboratively with a wide range of stakeholders, demonstrating the ability to influence, structure arguments clearly, and drive alignment to measurable outcomes without formal authority.
• 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.