Process Improvement Manager

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About the Position

The Customer Experience (CX) Manager is responsible for leading a team of CX Specialists in executing Lean Six Sigma and automation initiatives. This role focuses on driving client-specific process improvements, targeting operational inefficiencies, and developing tailored solutions for smaller or high-growth potential accounts. The goal is to achieve measurable improvements in efficiency, cost reduction, and client satisfaction.

Responsibilities

• Lead the identification, scoping, and execution of client-focused Lean Six Sigma and automation initiatives, addressing specific client needs and operational inefficiencies.
• Target smaller or high-growth potential accounts, accelerating growth through tailored process improvements and automation, directly contributing to client satisfaction and revenue generation.
• Create value-generation roadmaps for identified campaigns, ensuring a pipeline of process improvement and automation opportunities that can be monetized as value-added services for clients.
• Manage and coach a team of CX Specialists to ensure the successful execution of Lean Six Sigma projects, focusing on tactical solutions that enhance operational efficiency and customer experience.
• Collaborate with client-facing teams to drive operational growth for smaller accounts, scaling process improvements and aligning CX resources with revenue thresholds.
• Assist clients in identifying operational challenges and propose Lean and automation-based solutions aligned with their business needs and growth objectives.
• Oversee resource allocation to key client accounts, ensuring optimal management for maximum client and operational impact.
• Manage client relationships to align process improvement initiatives with client goals and explore opportunities to up-sell dedicated resources for more intensive support.
• Document, monitor, and report on CX projects, providing regular updates on progress, milestones, and outcomes to both clients and senior leadership.
• Track and report measurable outcomes from process improvements and automation, such as cost reductions, efficiency gains, and client satisfaction improvements.
• Spearhead innovative solutions leveraging process improvement techniques and emerging automation technologies, delivering rapid results that align with client needs and drive operational efficiency.
• Collaborate with the Director of Business Excellence to ensure client-focused projects align with broader business strategy while owning the tactical execution.
• Identify and implement quick-win solutions that offer immediate value to clients, setting the stage for more complex initiatives.
• Equip CX Specialists to manage operational execution, addressing client-specific challenges promptly and effectively.

Requirements

• Six Sigma Green Belt Certification is required; Black Belt certification or training is a plus.
• Proven experience in leading process improvement projects focused on operational efficiency, cost savings, and revenue growth at the client level.
• Experience in system deployment and operational maintenance (e.g., RPA, QMS, LMS) with a focus on delivering client-centric solutions.
• Strong knowledge of customer experience metrics such as NPS or CSAT, and how these metrics can be improved through process optimization.

Experience

• Minimum 3 years of experience in a Customer Experience or Process Improvement role.
• Strong leadership and people management skills, including the ability to coach and develop a team of CX Specialists for high-impact results.
• Excellent communication, stakeholder management, and project management skills.
• Strong problem-solving and analytical skills, with a track record of delivering process improvements and ROI-positive outcomes.

Educational Qualifications

• Relevant degree or equivalent professional experience in a related field.
• Knowledge of data analytics, performance management, or reporting tools such as Power BI is a plus.
• Ability to manage multiple priorities, work under tight deadlines, and ensure high-quality project delivery at the client level.

If you are passionate about enhancing customer experiences and have a proven track record in process improvement, we invite you to apply for the CX Manager position. Join us in driving operational excellence and delivering outstanding client satisfaction. Apply today to be part of our dynamic team