Bus. Process Improvement Lead

TalentBurst, Inc.

San Francisco, CA(remote)

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JOB DETAILS

SALARY

$75.86–$82.75 Per Hour

SKILLS

Analysis Skills, Best Practices, Business Case, Business Processes, Call Center Operations, Change Management, Channel Strategies, Community Support, Continuous Improvement, Cost Benefit Analysis, Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Data Analysis, Data Collection, Data Processing, Failure Analysis, Failure Mode and Effects Analysis (FMEA), Industrial Engineering, Leadership, Lean Manufacturing, Lean Six Sigma, Metrics, Operations Processes, Performance Metrics, Process Analysis, Process Improvement, Process Quality, Product Support, Project/Program Management, Root Cause Analysis, SQL (Structured Query Language), Six Sigma Black Belt, Six Sigma Green Belt, Systems Analysis, Team Lead/Manager, Technical/Engineering Design, User Interface/Experience (UI/UX), Willing to Travel

LOCATION

San Francisco, CA

POSTED

5 days ago

Job - Bus. Process Improvement Lead
Location - 100% Remote
Duration - 12+ Months

Duties:

As a Business Process Improvement (BPI) Lead you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community. You will deliver process improvements for key priority Community Support (CS) Roadmap programs, where you will take on responsibilities for process analysis and design, pilot design and execution and control plan development to improve the user experience .
You will work cross-functionally by leading Continuous Improvement pilots and projects that will focus on the analysis and improvement of Service for specific CS business processes, in order to increase operational efficiency, process quality, and result in outstanding customer experience.
You will work cross-functionally with other Shared Services functions, Policy, and Support Product to lead the process impact assessment and subsequent process design for high priority changes as part of the Change Management process.
You will partner with CS Analytics to design and implement process measurement systems, analyze process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts.
You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year.
Responsibilities
Comfortable working in ambiguous problem spaces.
Leads and supports cross-functional project teams to implement operational changes.
Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.
Builds relationships with cross-functional CS and broader business stakeholders
Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
Collects data and insights from operations to identify the root cause of problems.
Measures performance against process requirements.
Surveys, identifies and analyzes best practices for techniques and processes.
Leads initiatives to implement best practices in operations.
Performs cost and benefit analyses and constructs business cases for process improvement opportunities.
Presents opportunities for approval to senior leadership.
Communicates progress to stakeholders.
Diagrams and evaluates existing processes.
Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc.
Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.

Skills:
Qualifications
5 years of post-graduate experience in operations (industrial engineering or similar preferred experience)
Advanced knowledge of customer service and contact center operations
Lean Six Sigma Green Belt or Black Belt Certified or equivalent experience
Strong stakeholder management skills
Experienced in process and systems design and improvement
Proven track-record of developing and delivering support with a positive impact to business metrics
Experienced in project management and leading cross-functional teams to successfully achieve business goals
Intermediate SQL skills
Intermediate Excel
Intermediate analytics capability
Travel potential up to 20% of time

Why TalentBurst?
At TalentBurst, we deliver more than talent, we deliver outcomes. We partner with you to move quickly and connect you to opportunities aligned with your skills and long term growth.

Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.

TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.

About the Company

TalentBurst, Inc.

For over 20 years, TalentBurst Inc. has been an award-winning provider of cutting-edge Workforce Management Solutions. With a strong commitment to staying ahead in the tech landscape, we pioneer innovative approaches to talent acquisition. Our expertise spans Life Sciences, and Healthcare Staffing, Banking, Financial, IT, and Engineering, as well as Global Employer of Record (EOR), Agent of Record (AOR), State, Local Government and Education (SLED), and IC validation/compliance services. Additionally, our division, TalentProcure, leads the industry with offerings such as High Hazard Payroll, Managed Services, and Vendor on Premise (VOP) solutions.

Due to our prioritization of excellent standards, we are Joint Commission Certified and are a certified Minority Business Enterprise (MBE) in the USA and Canada. Supporting over 130 Fortune 500 companies globally, we excel in navigating the landscape of talent acquisition. In a world of constant change, we embrace developing people-centric solutions that address the unique demands of our clients. Stay connected by visiting our website and following us on social media!

COMPANY SIZE

5,000 to 9,999 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2002

WEBSITE

http://www.talentburst.com/

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