Business Process Improvement Lead - Remote / Telecommute

• The Business Process Improvement Lead will drive operational excellence by identifying, designing, and implementing process improvement initiatives across customer service and business operations.
• This role requires strong expertise in Lean Six Sigma methodologies, stakeholder management, process design, analytics, and project leadership to deliver measurable business outcomes and operational efficiencies.

Requirement/Must Have:

• Minimum 5 years of post-graduate experience in operations, industrial engineering, or a related field.
• Advanced knowledge of customer service and contact center operations.
• Lean Six Sigma Green Belt, Black Belt, or equivalent process improvement experience.
• Strong stakeholder management and relationship-building skills.
• Experience leading process and systems design initiatives.
• Proven ability to deliver measurable improvements to business metrics.
• Experience managing cross-functional projects and teams.
• Intermediate SQL skills.
• Intermediate Microsoft Excel skills.
• Strong analytical and problem-solving capabilities.
• Ability to work effectively in ambiguous and evolving environments.

Experience:

• Experience implementing process improvement projects using Lean Six Sigma methodologies.
• Experience conducting operational analysis and root cause investigations.
• Experience creating business cases and presenting recommendations to leadership.
• Experience leading cross-functional initiatives in customer support or operational environments.
• Experience developing metrics, dashboards, and performance measurement frameworks.
• Experience with process mapping, workflow design, and operational optimization.

Responsibilities:

• Lead and support cross-functional teams in implementing operational improvement initiatives.
• Drive global process improvement projects using Lean Six Sigma methodologies.
• Build strong relationships with customer service and business stakeholders.
• Develop and maintain metrics to measure operational performance and identify improvement opportunities.
• Collect and analyze operational data to determine root causes of business challenges.
• Measure process performance against established requirements and objectives.
• Research and evaluate industry best practices and operational techniques.
• Lead implementation of best practices across operational functions.
• Conduct cost-benefit analyses and develop business cases for improvement opportunities.
• Present recommendations and improvement initiatives to senior leadership.
• Communicate project progress, risks, and outcomes to stakeholders.
• Document, evaluate, and optimize existing business processes.
• Develop and maintain functional designs that illustrate customer journeys, operational processes, policies, and product interactions.
• Conduct Failure Modes and Effects Analysis (FMEA) and lead mitigation planning efforts.
• Support continuous improvement initiatives focused on customer experience and operational efficiency.

Should Have:

• Industrial engineering background or similar operational discipline.
• Strong facilitation and presentation skills.
• Experience working in global operational environments.
• Ability to influence stakeholders at multiple organizational levels.
• Willingness to travel up to 20% as needed.

Skills:

• Lean Six Sigma methodologies.
• Business process improvement.
• Customer service and contact center operations.
• Process mapping and workflow design.
• Root cause analysis.
• Failure Modes and Effects Analysis (FMEA).
• Project management.
• Stakeholder management.
• SQL.
• Microsoft Excel.
• Data analysis and reporting.
• Business case development.
• Performance measurement and KPI management.
• Change management and operational transformation.

Qualification And Education:

• Bachelor s degree in Industrial Engineering, Business, Operations Management, or a related field preferred.
• Lean Six Sigma Green Belt, Black Belt, or equivalent certification preferred.