Manager – Process Excellence

Description

Senior Manager – Process Excellence

About the Role

We're looking for a dynamic and results-oriented Manager – Process Excellence with a passion for driving transformation, optimizing operations, and embedding a culture of continuous improvement. This role will serve as a key change agent within the organization, leveraging Lean Six Sigma, digital tools, and design thinking methodologies to elevate process performance, customer experience, and business impact.

As a certified Six Sigma Black Belt, you will lead strategic improvement initiatives, mentor/Lead Green Belts and Black Belts, and partner with cross-functional leaders to co-create smarter, faster, and more scalable business solutions.

In this role you will:

Lead the development and execution of Lean Six Sigma and Continuous

Improvement strategies to drive measurable improvements in efficiency, customer

satisfaction, and cost reduction.

• Manage a portfolio of complex CI projects from conception to completion, ensuring

timely delivery and robust change management.

• Facilitate diagnostic workshops to identify process inefficiencies, and apply

advanced analytical techniques to design and implement optimized solutions.

• Mentor and train teams on Lean Six Sigma methodologies, fostering a culture of

innovation and data-driven problem-solving.

• Collaborate with stakeholders to implement automation, AI, and other data-driven

solutions that accelerate operational excellence.

We are looking for someone who has:

• Bachelor's degree in business, Operations Management, Industrial Engineering,
  
  Analytics, or a related quantitative field.
• 8-10 years of progressive experience in Business Process Improvement, Operational
  
  Excellence, or Continuous Improvement roles.
• Minimum of 4 years leading and delivering successful Quality/CI projects using Lean
  
  Six Sigma methodologies.
• Certifications: Certified Six Sigma Black Belt from a recognized institution, with a
  
  proven track record of project success and strong statistical acumen.
• Currently an Assistant Manager or with at least 2 years of Assistant Manager
  
  experience demonstrating leadership capabilities.
• Strong proficiency in data interpretation, trend identification, process mapping, and
  
  applying statistical methods for data analysis.
• Excellent verbal and written communication skills, capable of articulating complex
  
  concepts and facilitating engaging workshops

Preferred Experience

• Exposure to CX/Customer Experience or BPO/KPO environments is a plus.
• Certifications in Data Science, Design Thinking, or Agile methodologies are highly

desirable.

• Working knowledge of BI tools (Power BI, Tableau), statistical tools (Minitab), and

process improvement software.

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.