Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Location: Remote/ India/ Philippines
Department: Quality l Process Excellence
Reports To: Senior Director- Process Excellence
Position Summary:
The Senior Manager – Process Improvement (Black Belt) will lead initiatives to optimize processes, enhance customer experience, and drive operational excellence. This role is responsible for identifying opportunities for improvement, leading cross-functional teams, and implementing sustainable changes to achieve strategic objectives for our clients.
Key Responsibilities:
Customer Experience Optimization:
- Lead the transformation of customer experience journeys, ensuring they align with our & client organizational goals and exceed client expectations.
- Utilize data-driven insights to identify pain points and design strategies to improve key CX metrics such as NPS, CSAT, and FCR.
Process Improvement Projects:
- Drive Lean Six Sigma projects across multiple business functions to reduce inefficiencies, improve quality, and deliver measurable results.
- Partner with stakeholders to identify process gaps, define project scope, and implement sustainable improvements.
Automation and Digitization:
- Collaborate with IT and digital transformation teams to identify opportunities for automation and digitization across operations.
- Evaluate and deploy advanced technologies, including robotic process automation (RPA) and workflow optimization tools, to enhance productivity and reduce manual interventions.
AI-Driven Innovation:
- Champion the integration of artificial intelligence solutions into operational processes to enhance decision-making, streamline workflows, and improve customer outcomes.
- Stay abreast of AI trends and recommend applications for predictive analytics, chatbots, and other AI-powered tools.
Leadership and Stakeholder Management:
- Act as a change agent, fostering a culture of continuous improvement and innovation.
- Engage with senior leadership and clients to communicate project progress, outcomes, and value delivered.
- Provide mentorship and guidance to Green Belts and other team members in the application of Lean Six Sigma methodologies.
Performance Metrics and Reporting:
- Develop dashboards and reports to track the performance of improvement initiatives.
- Monitor ROI for projects and ensure alignment with organizational goals.
Qualifications and Skills:
- Bachelor’s degree in Business Administration, Engineering, or a related field (Master’s degree preferred).
- Certified Lean Six Sigma Black Belt (mandatory).
- 12+ years of experience in process improvement, with a proven track record of driving transformational projects in a BPO or CX environment.
- Strong understanding of customer experience metrics and journey mapping.
- Experience with automation tools (e.g., RPA) and AI solutions.
- Excellent leadership, problem-solving, and stakeholder management skills.
- Ability to handle complex projects in a fast-paced, dynamic environment.
What We Offer:
- A dynamic and collaborative work environment.
- Opportunities to work on innovative projects with global clients.
- Competitive compensation and benefits.
- Professional growth and development opportunities.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
