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Lead Continuous Improvement Strategist

2 months ago

Houston, Texas, United States Quantix Full time

Position Overview

As the Lead Continuous Improvement Strategist at Quantix, you will play a crucial role in enhancing customer satisfaction and improving retention metrics while optimizing our order-to-cash workflows.

In this essential position, you will spearhead transformative initiatives throughout the organization, utilizing your knowledge of continuous improvement frameworks and your deep understanding of customer-focused strategies.

The Lead Continuous Improvement Strategist will apply best practices in project management to set benchmarks for other project managers by directing key Operational Excellence initiatives aimed at elevating product and process quality, as well as enhancing efficiency across business, warehouse, and administrative operations.

Additionally, you will mentor and guide other Operational Excellence project managers, whether they report directly to you or are integrated within various divisions of Quantix.

Key Responsibilities

  • Process Enhancement:
    Identify and rectify inefficiencies and obstacles to implement solutions that boost overall effectiveness and efficiency.
    Examine the complete customer journey to pinpoint friction points and areas ripe for enhancement.
    Collaborate with cross-departmental teams to execute process improvements, such as automating manual tasks or reengineering workflows.
    Conduct regular assessments and audits of current processes to ensure alignment with organizational goals and customer expectations.
  • Insightful Data Analysis:
    Evaluate customer feedback, survey results, and support ticket data to uncover common challenges and areas for enhancement.
    Analyze transactional data to identify trends and patterns related to order placement, payment processing, and fulfillment.
    Employ predictive modeling and segmentation techniques to identify high-value customer segments and tailor retention strategies accordingly.
    Track key performance indicators to assess the impact of experimental initiatives and refine strategies based on outcomes.
  • Collaborative Engagement:
    Facilitate regular meetings and workshops with stakeholders from marketing, sales, finance, operations, and customer support to share insights and gather feedback.
    Coordinate cross-departmental projects and initiatives to tackle complex challenges that span multiple areas, such as enhancing the overall customer experience.
    Act as a liaison among various teams to ensure that process modifications and enhancements are effectively communicated and executed.
    Serve as a change agent, motivating stakeholders at all levels to embrace and advocate for initiatives that improve customer satisfaction and operational excellence.

Qualifications

Essential Qualifications:
Bachelor's degree in a relevant field.
Extensive knowledge of business process enhancement and project management methodologies, tools, and practices.
5+ years of experience in customer experience enhancement (10 years preferred).
Black Belt certification through ASQ or another recognized body.
PMP and/or Agile certification.
Proficient in software tools such as MS Office to lead large, dispersed teams through project execution.
Exceptional written and verbal communication skills.
Willingness to travel up to 35% of the time for collaboration with cross-functional teams, attendance at meetings, and participation in industry events.

Desirable Qualifications:
Master's degree in business administration, marketing, finance, or a related discipline, showcasing advanced knowledge in strategic management and process optimization.
Experience with customer relationship management (CRM) systems, enterprise resource planning (ERP) software, and other relevant technology platforms used in managing customer interactions and order processing.
Proficiency in data analytics tools and techniques, such as SQL, Python, or R, enabling advanced data analysis and modeling capabilities to derive actionable insights from complex datasets.

Physical Requirements:
Reasonable accommodations can be made to enable individuals with disabilities to perform essential job functions. While performing responsibilities, the employee is required to communicate effectively and may need to sit and use their hands and fingers to manipulate keys on a keyboard. The employee may occasionally need to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch, or crawl. Vision abilities required by this position include close vision.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.