Senior Continuous Improvement Lead, Customer Support Operations

Responsibilities

• Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.
• Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.
• Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.
• Build queries and use data analytics tools to support process improvement efforts and identify root causes.
• Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year.
• Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.
• Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them.
• Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.

Requirements

• 5+ years of post graduate experience in operations, with 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 demonstrated experience.
• Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.
• Strong stakeholder management skills, with the ability to influence across functions and seniority levels.
• Hands on experience in process and systems design and improvement.
• Intermediate SQL skills.
• Intermediate Excel and analytics capability.
• Comfort operating in ambiguous problem spaces.

ATS Optimization Keywords

Hard Skills

• data analytics
• process improvement
• process design
• Failure Modes and Effects Analysis
• cost and benefit analysis
• SQL
• Excel
• customer service operations
• contact center operations
• Lean Six Sigma

Soft Skills

• stakeholder management
• cross functional leadership
• influencing skills
• problem solving
• analytical thinking
• communication
• team collaboration
• project management
• adaptability
• strategic thinking

Certifications & Qualifications

• Lean Six Sigma Green Belt
• Lean Six Sigma Black Belt

Industry Keywords

• Continuous Improvement
• Change Management
• operational efficiency
• process quality
• process measurement systems
• customer journey
• agent processes
• business cases
• process impact assessments
• measurable business impact