Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.
Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.
Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.
Build queries and use data analytics tools to support process improvement efforts and identify root causes.
Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year.
Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.
Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them.
Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.

5+ years of post graduate experience in operations, with industrial engineering or similar background preferred.
Advanced knowledge of customer service and contact center operations.
Lean Six Sigma Green Belt or Black Belt certification, or equivalent demonstrated experience.
Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.
Strong stakeholder management skills, with the ability to influence across functions and seniority levels.
Hands on experience in process and systems design and improvement.
Intermediate SQL skills.
Intermediate Excel and analytics capability.
Comfort operating in ambiguous problem spaces.

Senior Continuous Improvement Lead, Customer Support Operations

Key skills