Continuous Process Improvement Delivery Lead-TEMP
4 weeks ago
Continuous Process Improvement Delivery Lead-TEMP
Best Practices
Change Management
Coaching
Process Improvement
Process Improvements
Statistics
Teaching
Description:
This role is responsible for delivering process optimization solutions primarily within Customer Care, but also across the company as needed.
Customer Care operations are spread over internal and outsourced partner contact centers, established across the world. This is a highly process-focused and business-oriented role with a big emphasis on driving innovation for internal processes. The ideal candidate is a passionate teacher of Lean & Six Sigma (LSS) leadership, has proven ability to positively influence a culture of continuous process improvement (CPI), and most importantly, has a proven track record of successfully implementing sustainable improvements that realize measurable business value. You have the ability to quickly diagnose and prioritize areas requiring LSS focus and apply Kaizens to bring rapid change.
As an individual, you are an advocate for our product and passionate about listening to audio content. You understand the complexities of a fast-paced, high performing organization and can handle multiple, abstract projects while dealing with constant change. You have a strong desire to achieve results and continuously raise the bar. Lastly, you have the ability to effectively manage time, priorities and deliverables.
Identify the highest value CPI projects, coordinate project teams, and drive completion of projects.
Execute CI programs by applying LSS tools such as DMAIC, Gemba, Kaizen, A3 thinking, Control Charts, Value Stream Mapping, 5S, Root Cause Analysis, Error Proofing, Visual Management, Poke-Yoke, and others.
Develop reporting and tracking mechanisms for CPI progress and opportunity identification.
Build strong internal partnerships with functional leaders to facilitate project identification and selection process.
Be the objective consultant for best practices in all functions, and motivate and instill a culture of CPI.
Embrace the our client's People Principles.
Responsible for disseminating LSS leadership (including facilitating Lean workshops), developing and coaching CPI concepts and change management capabilities, and cultivating a CPI culture at our client.
Basic Qualifications
Minimum 5+ years of documented world-class LSS experience and hands on track record of implementing successful process improvements, including proven application of tools stated above
LSS Black Belt Accreditation with a documented CI portfolio
Practical experience in developing and teaching LSS principles through White/Yellow/Green Belt training
Strong negotiation, influence, collaboration, team facilitation, and influencing skills
Strong written and verbal skills
Proven track record of making data driven decisions
Ability to effectively communicate and present with both executive management and frontline personnel
Ability to deal with ambiguity and constant change
Passionate about people and customers. You believe that a service can only be as good as its customers believe it to be.
Preferred Qualifications
Advanced analytical and statistics experience
Experience working in a Customer Service / Customer Experience organization
QUALIFICATION/ LICENSURE :
Work Authorization :
Green Card, US Citizen, Other valid work visa
Preferred years of experience :
5+ Years
Travel Required :
No travel required
Shift timings: Hybrid: Newark, NJ (2 days/week Onsite)
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