Process Improvement Lead
4 days ago
About the Position
The 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.
Key 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.
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