Manager, Process Improvement Customer Experience

Job Summary The role uses process analysis, data, and change management to identify inefficiencies, redesign workflows, and improve service delivery so that customer satisfaction, retention, and loyalty are enhanced.

Responsibilities

• Process Mapping & Analysis: Map current customer-facing workflows (e.g., support, onboarding, billing) to identify bottlenecks, redundancies, and compliance gaps
• Customer-Centric Redesign: Redesign processes to reduce wait times, improve accuracy, and align with customer expectations, using methodologies like Lean Six Sigma or Kaizen
• Data-Driven Insights: Use analytics to measure performance, track KPIs (e.g., first-contact resolution, NPS, CSAT), and validate improvement impact
• Cross-Functional Collaboration: Partner with Category, IT, Operations, and Marketing to align process changes with product features and customer journeys
• Change Management: Lead training, communication, and adoption strategies to ensure smooth transition and sustained improvements
• Technology Integration: Work with IT to automate or simplify steps (e.g., self-service portals, AI chatbots) to improve speed and accuracy
• Stakeholder Alignment: Manage conflicting priorities between departments while keeping customer experience as the central goal

Qualifications

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
• 7+ years of domain experience including process analysis, process design at scale, and applying improvement methodologies using multiple technologies, tools, or platforms to drive process optimization.
• Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve rather than simply optimizing existing workflows.
• Experience applying a systems thinking lens to process design, identifying upstream root causes and downstream impacts before prescribing solutions.
• Demonstrated experience leading organizational change, including stakeholder alignment, communication planning, and adoption measurement.
• Lean/Six Sigma Black Belt or equivalent process management expertise. Additional consideration given to Agile, service design, and other relevant experience.
• Proven track record of leading and coaching successful complex process improvements.
• Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner.
• Proven ability to work collaboratively with a wide range of stakeholders, demonstrating ability to lead and influence, express opinions, and structure arguments clearly to drive alignment to measurable outcomes.
• 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.
• Demonstrated creative problem solving and analytical skills with a pragmatic sense of how to get things done.
• Ability to travel up to 20% of time.
• Excellent follow through skills

Preferred Qualifications

• PeopleSoft experience a plus

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Makes balanced decisions and thinks strategically by being a forward thinker.
• Develops high-performing teams by providing inclusive leadership, attracting and developing world-class talent, providing ongoing feedback and building trust across the organization.

Physical Demands / Working Environment

• List of physical demands that the job requires.
• List of details about the working environment.

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