Process Excellence Manager

Position Responsibilities

- Strategic Transformation: Serve as a Transformation Lead for your aligned workflow, to design and deliver a long-term "future-state" or “NorthStar” operating model. You will drive systemic change through three pillars: Operational Agility, Digital Transformation, and Industry Excellence.

- Service Excellence & User Experience: Spearhead the customer experience agenda by developing best-in-class service models. You will identify key leverage points in the user journey to elevate customer satisfaction and ensure global consistency in service delivery.

- Data-Driven Analysis: You will use quantitative data mining and Lean Six Sigma methodologies to re-baseline metrics, reduce process variation, andensure alignment with global business impact goals and identifying / implementing data modeling to shift from reactive to proactive operations.

- Resilience & Risk Mitigation: Proactively detect and eliminate systemic process and technical vulnerabilities. You will design resilience frameworks that safeguard operations while maintaining the agility to pivot during organizational shifts.

- Market & Industry Benchmarking: Redefine internal workflows to meet or exceed industry standards. You will perform external research and benchmarking to align product synergy with global best practices.

- Scalable AI & Automation Integration: Identify and design requirements for AI-driven solutions or automation opportunities to optimize high-impact workflows. You will focus on achieving large-scale efficiency.

- Rapid Prototyping & MVP Development: Shift from a "documentation-first" to a "prototype-first" mindset. You will build functional Minimum Viable Products (MVPs) and proof-of-concepts using generative AI, no-code tools to accelerate solution delivery.

- Stakeholder & Global Orchestration: Partner with cross-functional teams (Operations, Technology, Quality, Stakeholders, and Account Management) to lead the transformation agenda. You will support global projects, and enable the sharing of best practices across regions.

- Executive Storytelling & Influence: Up level the narration of complex operational issues for senior leadership. You will create "impact stories" that clearly link opportunities to strategic business value to gain stakeholder buy-in.

- Capability Building: Provide mentorship/training on Lean principles and modern innovation methodologies to elevate the overall capability of the operations and site-level teams.

Minimum Qualifications

- Education: Bachelor’s degree or equivalent practical experience.

- Experience: 8+ years of experience in Service Sector operations, with a verified track record in Strategic Transformation, Digital Transformation or Process Excellence.

- Process Mastery/Lean Six Sigma Certification: Lean Six Sigma Certification (Green Belt) with a proven ability to integrate traditional LSS discipline with modern, AI-first operating models.