Senior Process Improvement Manager

The role:

The Senior Process Improvement Manager role will support the Senior Director, Process Improvement, Global Operations by performing and implementing process improvement initiatives using Lean Six Sigma methods and tool kits. This role will assist in establishing a centralized, data-driven methodology for identifying, prioritizing, and executing initiatives that drive effectiveness, efficiency, operating cost reduction, standardization, simplification, risk mitigation, and member experience (CX) improvements. This role requires the candidate to use critical thinking to analyze, design, and develop critical processes necessary for the continued success of Operations departments and the company. This role also requires a proven change agent who can blend deep expertise in project and process management frameworks (Lean Six Sigma and Agile) using strong communication, collaboration, and partnership skills to drive sustainable value.

What you’ll do: 

• Service Engineering and Project Management: Conduct detailed process reviews using a "Diagnostic and Simplification Framework" that focuses on effectiveness, efficiency, automation, demand reduction, risk mitigation/controls, and member experience.


• Lead and manage the most complex, high-risk, and high-impact end-to-end process mapping and re-engineering projects, often spanning multiple departments.
  
  
  
  • Analyze and diagram processes using Lean Six Sigma DMAIC and DMADV methods and tools such as SIPOCs, swim lane and value stream mapping, process capability(SPC), FMEA, VOC, etc.
  
  
  • Lead and facilitate complex problem solving using accelerated DMAIC Kaizen events or Rapid Process Improvement sessions.
  
  
  • Ensure all process improvement initiatives are well defined and tracked using project management plans and timelines.
  
  
  • Performs cost and benefit analyses and partners with Finance to ensure all process improvement benefit is identified, tracked, validated, and linked to the Finance targets.
  
  
  • Work with Business Intelligence partners to obtain necessary data to perform complex problem solving and root cause analysis using Lean Six Sigma and statistical analysis tools.
  
  
  • Develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
  
  
  • Measures performance against process requirements, and aligns improvement to performance shortfalls.
  
  
  • Provides consultation on the use of re-engineering techniques to improve process performance and product quality.
  
  
  
  


• Technology Integration: Partners with Technology, Product and Business Intelligence teams to ensure that process solutions leverage automation (RPA/AI) and existing systems effectively, assisting with creation of business requirements to build-out necessary technical capabilities.


• Change Management: Lead large-scale organizational change management efforts, ensuring the adoption and sustainment of new processes, technologies, and organizational structures.


• People Leadership, Recruitment & Mentorship: Train, and develop a high-performing team of Process Improvement practitioners, Green Belts, and Analysts.


• Capability Development: Drive continuous learning by developing and delivering internal Lean Six Sigma training programs to cultivate a culture of process ownership and continuous improvement across the enterprise.

 What you’ll need:

• Bachelor’s Business Administration and Management, Management, Finance, Engineering or, Bachelor’s Mathematics/Statistics


• Lean Six Sigma Black Belt Certification or Master Black Belt Certification 


• 8+ years designing and engineering processes; experience with large change management efforts and experience leading and delivering consumer-centric business and technology solutions that improve business outcome


• 2+ years of people management


• 2+ years of project management with exposure to large cross-functional efforts


• Ability to establish strategy, understand interdependencies, and drive execution


• Track record of successfully leading, delivering, and implementing new systems or applications


• Experience leading a team; Ability to mentor, coach, and grow people


• Highly collaborative; Ability to effectively partner across all levels of the organization


• Ability to be agile; Comfortable leading change and continuous improvements


• Not afraid to jump in and work side by side with team


• Consumer / Client-centric focus


• Proficient use of process improvement applications, such as process mapping tools, statistical analysis tools such as MiniTab, SAS, etc. 

Nice to have:

• Master's Business Administration and Management or, or Master's Engineering, Masters Mathematics/Statistics


• PMP Certification 


• Agile/Product Ownership Certification