Fully Remote (U.S. Only): This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.
Position Overview
The Process Improvement Manager Ops role is responsible for leading cross-functional, companywide, and operational process improvement initiatives. It involves analyzing business processes and performance metrics to identify improvement opportunities, define strategies, and prioritize initiatives. Success in this role requires effectively leading teams, collaborating with stakeholders, and championing the use of Lean Six Sigma, project management, business analysis, and change management methodologies to deliver measurable results.
Primary Responsibilities
The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Manage strategic, high impact process improvement initiatives, including small to medium scale projects or specific workstreams within larger efforts, with moderate oversight. Ensure adherence to timelines, scope, and successful completion from initiation through delivery.
• Identify and act on opportunities to increase operational efficiency, improve processes, resolve issues, and reduce waste using Lean Six Sigma tools.
• Define project scope, goals, and deliverables that support departmental and organizational objectives.
• Develop, maintain, and track detailed project plans, managing all relevant components and communicating milestones and progress from pilot deployment through launch and control to ensure expected results are achieved.
• Identify key metrics to prioritize and monitor critical activities, ensuring consistent and effective tracking and reporting of progress.
• Ensure successful project delivery by meeting key performance indicators, including timelines and quality outcomes. Monitor and sustain process changes to ensure long-term adoption.
• Schedule, coordinate, and lead project meetings with cross functional teams, including preparing meeting materials and post meeting deliverables.
• Collaborate effectively with stakeholders to identify and mitigate project risks and contribute to the development of contingency plans.
• Plan, manage, and track continuous improvement projects, including conducting basic process mapping and process analysis to identify inefficiencies and improvement opportunities.
• Recommend improvements and troubleshoot issues related to implementing process solutions; may support the development of new processes using tools such as Quickbase, Power Automate, and others.
• Leverage internal systems to extract and analyze data to generate insights that guide prioritization and strengthen organizational decision making.
• Create and compile performance metrics and data tracking for business units and related services, with emphasis on critical success factors.
• Facilitate engaging virtual or onsite cross functional events to promote collaboration, innovation, and growth.
• Train teams on process improvement methodologies.
• Perform other duties as assigned.
Education and Experience
• Bachelor's degree in business, STEM, or related field
• 5 years of Project Management and/or Process Improvement experience required or equivalent combination of experience and education.
• 2 years of hands-on Lean Six Sigma process improvement experience preferred
• Process improvement Green Belt certification required within 1 year
• Project management certification preferred, such as PMP or CAPM
• Familiarity with process improvement methodologies, such as Lean Six Sigma preferred
• Experience within a customer service focused organization preferred
• Experience working in a Human Capital Management/Payroll/Tax industry preferred
• Experience collaborating on projects that are deadline driven
• Proficient in Microsoft Office Suite including Visio, Word, PowerPoint, and Excel
• Highly organized and able to multi-task
• Effective communication, facilitation, and presentation skills
• Strong leadership skills - must be able to work confidently and effectively with multiple departments and levels within the company
• Strong technical aptitude to quickly learn new technologies/internal software systems and identify user applications
• Experience identifying and resolving complex issues
• Exceptional analytical and critical thinking skills
• Ability to identify and mitigate risks proactively
• Travel up to 15%
Physical Requirements
• Must be able to sit and/or stand for up to 8 hours a day.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects
