Lead and develop the Business Process Expert team, fostering a culture of continuous improvement, innovation, and cross-functional collaboration.
Own and govern critical end-to-end OTC processes; develop process standards, documentation, KPIs, and governance models.
Partner with senior Customer Experience leadership to define process strategy and roadmap aligned with business goals and upcoming technology capabilities.
Drive process harmonization and simplification, ensuring consistency across regions, markets, and functions.
Support large-scale transformation programs, including ERP enhancements, digital solutions, automation, and data enablement initiatives.
Identify opportunities for operational efficiency, automation, and performance improvement using data-driven insights.
Collaborate with IT and Product teams on system requirements, solution design, and change management.
Ensure compliance with operational standards, internal controls, regulatory requirements, and best-practice methodologies.
Champion change management and help teams adopt new processes through training, communication, and engagement.

Bachelor’s or Master’s degree in Supply Chain, Business Administration, Engineering, or a related field.
8+ years of experience in process management, supply chain operations, customer service, transformation, or a similar area.
Proven experience leading teams and influencing stakeholders at multiple levels.
Strong knowledge of process frameworks, such as BPM, Lean, Six Sigma, or similar methodologies.
Demonstrated ability to operate in complex, international environments.
Experience working with ERP systems (SAP, Oracle, or similar) and/or digital process design tools.
Exceptional problem-solving, analytical thinking, and communication skills.
A passion for simplifying complexity and enabling teams to work smarter.
Fluent English.

Manager, Business Process Expert Team – Customer Experience

Key skills