Continuous Process Improvement Delivery Lead

3 weeks ago

Newark, United States Synergy Interactive Full time

Job Description


This position entails spearheading process optimization initiatives primarily within the Customer Care domain, with potential impact across the organization.


Customer Care operations extend across internal hubs and outsourced partner contact centers worldwide. It's a role deeply rooted in process refinement and business enhancement, emphasizing innovation within internal operations. The ideal candidate serves as a catalyst for Lean & Six Sigma (LSS) leadership, fostering a culture of continuous process improvement (CPI), and excels in implementing sustainable enhancements that drive tangible business outcomes. Quick to identify and prioritize areas ripe for LSS intervention, you adeptly leverage tools like DMAIC, Gemba, Kaizen, A3 thinking, and others to enact swift change.


As an advocate for our product and a lover of audio content, you comprehend the intricacies of a dynamic, high-performance environment. Juggling multiple abstract projects amidst constant flux, you're driven by results and continually seek to surpass expectations. Effective time management, prioritization, and delivery are second nature to you.


Key Expectations


• Identify high-impact CPI initiatives, coordinate project teams, and ensure project completion.

• Lead CI programs, applying LSS methodologies and tools.

• Establish reporting mechanisms to track CPI progress and identify opportunities.

• Foster robust internal partnerships with functional leaders to drive project identification and selection.

• Serve as an unbiased consultant for best practices, inspiring a culture of CPI.

• Uphold Audible's People Principles.

• Promote LSS leadership, facilitate Lean workshops, coach CPI concepts, and cultivate a CPI culture.


Basic Qualifications


• Minimum 5+ years of extensive LSS experience, with a proven track record of successful process enhancements.

• LSS Black Belt Accreditation with documented CI accomplishments.

• Practical expertise in teaching LSS principles through training programs.

• Strong negotiation, collaboration, and influencing skills.

• Excellent written and verbal communication skills.

• Proficiency in data-driven decision-making.

• Ability to communicate effectively with both executives and frontline staff.

• Comfortable navigating ambiguity and embracing change.

• Passion for people and customer-centricity.


Preferred Qualifications


• LSS Master Black Belt Accreditation.

• Advanced analytical and statistical skills.

• Experience in Customer Service or Customer Experience domains.

• Background in e-commerce or digital media.

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