***Sr. Process Improvement Specialist || Hybrid in Chicago, IL***

The Process Excellence Senior Specialist will lead process improvement initiatives across assigned business verticals and work closely with senior leadership and key stakeholders, including external clients. This role is responsible for driving operational excellence and supporting strategic initiatives focused on process optimization, productivity improvement, customer-centricity, and enhancing the overall customer experience. Through continuous improvement and transformational initiatives, the incumbent will improve customer-facing metrics such as CSAT, Quality, Turnaround Time, and Wait Time, while increasing operational efficiency, productivity, accuracy, quality, and resource utilization through Lean Six Sigma methodologies and a culture of continuous improvement. Responsibilities: Lead Process Excellence and Customer Experience initiatives by developing and implementing service excellence frameworks focused on delivering best-in-class customer experiences. Evaluate existing and newly transitioned processes, including process flows, value stream maps, performance metrics, systems, tools, customer journeys, and employee workflows to identify gaps, improvement opportunities, and optimization strategies. Support operational handoffs through proper documentation and knowledge transfer. Partner with business and operations teams to establish meaningful performance standards, define improvement targets, and redesign processes that improve efficiency while reducing operational variation. Serve as the primary owner of Process Excellence and Continuous Improvement initiatives for the assigned business unit, acting as a change agent for transformation programs. Collaborate with cross-functional stakeholders to identify dependencies, coordinate project plans, document milestones, assign ownership, and ensure successful execution of strategic initiatives. Work closely with business leaders, portfolio managers, and operational leadership to understand organizational objectives, develop continuous improvement roadmaps, and execute transformational initiatives that enhance customer experience and deliver measurable business value. Build strong partnerships across regional and global teams to identify, prioritize, and implement high-impact improvement opportunities across multiple business functions. Coach project teams on Lean methodologies, problem-solving techniques, and continuous improvement practices. Deliver Lean Six Sigma training and mentoring where appropriate. Present process improvement initiatives, project updates, and performance results during leadership and business review meetings. Stay informed on emerging technologies and identify automation opportunities using RPA, AI, machine learning, and other digital solutions in partnership with technology teams. Continuously identify opportunities to improve procurement and operational processes while promoting industry best practices. Monitor industry trends and recommend innovative approaches to improve operational excellence and business performance. Qualifications: 7-10+ years of experience within the service industry, with strong expertise in Process Transformation, Continuous Improvement, and Operational Excellence, preferably in a BPO or shared services environment. Hands-on experience with Lean methodologies such as Value Stream Mapping, 5S, Standard Work, 5 Whys, and other Lean Six Sigma tools. Lean Six Sigma Green Belt or Black Belt certification preferred. Strong analytical and problem-solving skills with experience conducting root cause analysis, implementing corrective actions, and driving sustainable process improvements. Demonstrated ability to identify and execute transformational initiatives that deliver significant business value. Exposure to automation technologies including RPA, Artificial Intelligence (AI), Machine Learning (ML), or cognitive automation is considered a plus. Experience with procurement processes and procurement-related systems or analytics tools (such as ERP platforms, procurement analytics solutions, CRM platforms, or purchasing systems) is preferred. ***Sr. Process Excellence Specialist*** ***Hybrid in Chicago, IL*** Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Equal Opportunity Notice Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact View email address on click.appcast.io. Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. Representation Notice By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR and UK GDPR may access our policies here. Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here ( Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring. Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; and other business and organizational needs. With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits). #J-18808-Ljbffr Vaco by Highspring