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.
Key Expectations
- 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
- LSS Master Black Belt Accreditation
- Advanced analytical and statistics experience
- Experience working in a Customer Service / Customer Experience organization
- E-commerce or digital media experience
