Business Process Improvement Manager

JOB SUMMARY:
The Business Process Improvement Manager at RGRTA leads cross-functional initiatives to analyze business processes, optimize systems, and deliver measurable operational improvements. This role combines a project management discipline with Lean Six Sigma methodologies, systems thinking, and logistics insight to drive enterprise-wide transformation. The position manages the full business process lifecycle while analyzing workflows, improving information flow, identifying waste and aligning technology with business needs and cost scenarios.

REPORTS TO: Chief Technology and Innovation Officer

COMPENSATION:$78,000 - $84,000 annually (depending on experience)

BENEFITS INCLUDE:

• Staying Healthy: Medical, Dental,and Vision (Dental & Vision currently free), Flexible Spending Account (FSA)
• Feeling Secure: Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Life & Accidental Death & Dismemberment (AD&D) Insurance, Accident Insurance, Group Specified Disease Insurance, and Hospital Insurance
• Work-Life Balance: Paid Time Off (PTO: 17 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, BJ's Wholesale Club Discount, and more!

Click here to view current medical plan rates!

ESSENTIAL FUNCTIONS:

• Analyze and map business processes, workflows, and information flows to identify inefficiencies and improvement opportunities.
• Apply Lean, Six Sigma, and continuous improvement methodologies to optimize operations and reduce waste.
• Comfortable constructively challenging existing norms and engaging stakeholders in conversations that uncover deeper process drivers.
• Lead end-to-end project management including planning, execution, monitoring, and closure of strategic initiatives.
• Collaborate with cross-functional teams to align project goals with organizational comprehensive plan strategy.
• Develop and maintain project documentation including: business requirements, functional requirements, data analysis, charts / dashboards, charters, schedules, risk registers, and communication plans.
• Facilitate process mapping workshops and root cause analysis sessions to drive stakeholder engagement and solution design.
• Proficient in analyzing cost structures, identifying inefficiencies, and recommending fiscally responsible solutions.
• Manage project budgets, forecasts, and financial reporting in coordination with the finance department.
• Ensure effective change management and stakeholder communication throughout the project lifecycle. Ensure successful transition of completed projects to operational teams with proper documentation and training.
• Regularly track and report on key performance indicators, project milestones, and benefits realization.
• Analyze and improve customer service workflows, including intake, triage, and escalation processes, to reduce resolution time and enhance service quality.
• Lead cross-functional efforts to redesign how assignments, information, parts, etc. are captured, routed, tracked, and resolved, ensuring clear ownership, timely follow-up, and consistent communication.
• Other duties as assigned.

EDUCATION & EXPERIENCE:

• Bachelor's Degree in Industrial Engineering, Systems Engineering, Business, Operations Management, Project Management, or a related field.
• Minimum of three (3) years of professional experience in project management or process improvement. Equivalent combinations of education and experience will be considered. PMP certification holders given preference. Lean Six Sigma Green Belt or higher given preference.
• Excellent Customer Service skills, including but not limited to the ability to clearly and effectively communicate with customers, are a must.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong leadership and stakeholder engagement skills.
• Proficiency in Lean Six Sigma, and continuous improvement methodologies.
• Ability to analyze and optimize business processes and information systems.
• Strong capability to interpret financial data, model cost scenarios, and support strategic investment decisions.
• Understanding of logistics, operations, and systems management principles.
• Excellent written, verbal, and presentation skills.
• Proficiency in project management tools that foster collaboration and transparency.
• Strong analytical and critical thinking skills.
• Ability to manage multiple projects and priorities simultaneously.
• Familiarity with process mapping tools.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.
The noise level in the work environment is usually moderate.

ADDITIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship and/or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable federal or state law. RGRTAwill make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.