Business Process Improvement Lead:

Job Description

Primary Skills: Business Process Improvement Analysis (advanced), Lean Six Sigma (advanced), SQL (intermediate), Excel (intermediate), Data Analytics (intermediate)
Contract Type: W2
Duration: 12+ Months
Location: Remote
Pay Range: $65 - $75 per hour on W2

Job Summary:
As a Business Process Improvement (BPI) Lead, you will drive large-scale, cross-functional improvement projects aimed at enhancing customer support for our community. You will deliver process improvements aligned with the Community Support (CS) Roadmap programs by leading process analysis, design, pilot execution, and control plan development. Your role will focus on increasing operational efficiency, improving process quality, and delivering an outstanding user experience. You will collaborate cross-functionally with Shared Services, Policy, Support Product, and CS Analytics teams to design and implement measurement systems and continuous improvement projects that positively impact business results.

Key Responsibilities:

• Lead and support cross-functional teams to implement operational changes and continuous improvement pilots/projects using Lean Six Sigma methodologies globally.
• Work in ambiguous problem spaces to identify, analyze, and solve process issues.
• Conduct process impact assessments and redesign processes for high priority changes within Change Management.
• Partner with CS Analytics to develop process measurement systems, query data, and analyze process performance to drive decision-making and project success.
• Deliver measurable improvement projects and ensure smooth transition of solutions to operations for sustained benefits and feature launches.
• Build and maintain strong relationships with cross-functional CS and broader business stakeholders.
• Collect and analyze operational data to identify root causes and measure performance against process requirements.
• Research and implement best practices in operations through surveys and analysis.
• Perform cost-benefit analysis and business case development for process improvement opportunities and present these to senior leadership.
• Communicate project progress and results clearly to stakeholders.
• Diagram and evaluate existing processes and update Functional Designs depicting interactions among customer journey, agent processes, product features, policies, etc.
• Use Failure Modes and Effects Analysis (FMEA) to identify and mitigate process failures.

Must-Have Skills:

• Minimum 5 years post-graduate experience in operations; industrial engineering or similar background preferred.
• Advanced knowledge of customer service and contact center operations.
• Lean Six Sigma Green Belt or Black Belt certification, or equivalent experience.
• Strong stakeholder management and cross-functional project leadership skills.
• Experience in process and systems design and continuous improvement.
• Proven track record delivering support improvements with measurable business impact.
• Project management expertise with ability to lead multi-disciplinary teams.
• Intermediate competency in SQL, Excel, and analytics tools.
• Ability and willingness to travel up to 20% of the time.

Industry Experience:

• Customer support operations and contact center environment.
• Shared services and operational process improvement within community or customer-facing functions.

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