01Requirements
Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
7+ years of experience in a customer support operations environment, process management, or process improvement field.
10+ years of domain experience including process analysis, process design at scale, and applying improvement methodologies using multiple technologies, tools, or platforms to drive process optimization.
Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve rather than simply optimizing existing workflows.
Experience applying a systems thinking lens to process design, identifying upstream root causes and downstream impacts before prescribing solutions.
Experienced people leader with a track record of leading teams through a shift in operating discipline, building the capability and culture around a higher standard.
Demonstrated experience leading organizational change, including stakeholder alignment, communication planning, and adoption measurement.
Lean/Six Sigma Black Belt or equivalent process management expertise. Additional consideration given to Agile, service design, and other relevant experience.
Proven track record of leading and coaching successful complex process improvements.
Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner.
Proven ability to work collaboratively with a wide range of stakeholders, demonstrating ability to lead and influence, express opinions, and structure arguments clearly to drive alignment to measurable outcomes.
Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
Prior experience developing business processes in customer support operating models that balance multiple .
