Senior Manager - Process Improvement

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Location: Remote/ India/ Philippines
Department: Quality l Process Excellence
Reports To: Senior Director- Process Excellence

Position Summary:
The Senior Manager – Process Improvement (Black Belt) will lead initiatives to optimize processes, enhance customer experience, and drive operational excellence. This role is responsible for identifying opportunities for improvement, leading cross-functional teams, and implementing sustainable changes to achieve strategic objectives for our clients.

Key Responsibilities:

Customer Experience Optimization:

• Lead the transformation of customer experience journeys, ensuring they align with our & client organizational goals and exceed client expectations.
• Utilize data-driven insights to identify pain points and design strategies to improve key CX metrics such as NPS, CSAT, and FCR.

Process Improvement Projects:

• Drive Lean Six Sigma projects across multiple business functions to reduce inefficiencies, improve quality, and deliver measurable results.
• Partner with stakeholders to identify process gaps, define project scope, and implement sustainable improvements.

Automation and Digitization:

• Collaborate with IT and digital transformation teams to identify opportunities for automation and digitization across operations.
• Evaluate and deploy advanced technologies, including robotic process automation (RPA) and workflow optimization tools, to enhance productivity and reduce manual interventions.

AI-Driven Innovation:

• Champion the integration of artificial intelligence solutions into operational processes to enhance decision-making, streamline workflows, and improve customer outcomes.
• Stay abreast of AI trends and recommend applications for predictive analytics, chatbots, and other AI-powered tools.

Leadership and Stakeholder Management:

• Act as a change agent, fostering a culture of continuous improvement and innovation.
• Engage with senior leadership and clients to communicate project progress, outcomes, and value delivered.
• Provide mentorship and guidance to Green Belts and other team members in the application of Lean Six Sigma methodologies.

Performance Metrics and Reporting:

• Develop dashboards and reports to track the performance of improvement initiatives.
• Monitor ROI for projects and ensure alignment with organizational goals.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Engineering, or a related field (Master’s degree preferred).
• Certified Lean Six Sigma Black Belt (mandatory).
• 12+ years of experience in process improvement, with a proven track record of driving transformational projects in a BPO or CX environment.
• Strong understanding of customer experience metrics and journey mapping.
• Experience with automation tools (e.g., RPA) and AI solutions.
• Excellent leadership, problem-solving, and stakeholder management skills.
• Ability to handle complex projects in a fast-paced, dynamic environment.

What We Offer:

• A dynamic and collaborative work environment.
• Opportunities to work on innovative projects with global clients.
• Competitive compensation and benefits.
• Professional growth and development opportunities.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.