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Process Improvement Manager

Atlanta, GA 30092

Post Date: 11/21/2017 Job ID: 1354 Job Category: Program Project Manager

Process Improvement Manager Summary:

The Process Improvement Manager is responsible for process re-engineering for key customer facing processes.  This is a non-IT position.  This person will not be managing people; they will be managing processes.  This includes defining, building, and monitoring processes to ensure SLA adherence, improve quality, drive efficiencies and improve the overall customer experience resulting in improved customer retention. In addition, role will be responsible for defining and executing UAT for large, complex projects.

Process Improvement Manager Responsibilities:
  • Creation of business specific quality management framework and tracking improvement against these metrics
  • Development and maintenance of standards, processes, controls, metrics and quality improvement activities
  • Investigate and address customer complaints regarding quality and the customer experience
  • Work cross functionally to investigate and define root causes to issues as they arise
  • Provide core process mapping and content expertise on customer-facing processes
  • Maintain and manage one call resolution and call intensity metrics and performance
  • Partner with IT to define and execute UAT for large complex projects


Process Improvement Manager Experience:
  • 3-5 years of experience in process improvement, quality and analysis
  • Experience in utilizing Six Sigma and Lean methodologies to drive process improvements
  • Proven experience in managing cross functional teams in the execution and implementation of process improvement projects
  • Strong analytical and problem solving skills to quickly recognize issues and opportunities to improve processes and drive efficiencies
  • Ability to deliver bottom-line results in terms of improved profitability and/or customer retention
  • Strong ability to lead process enhancement activities

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