In This RoleIn this role, you will serve as a Senior Program Manager driving operational excellence and continuous improvement across enterprise-level customer support delivery operations. You will lead multiple large-scale programs focused on process efficiency, performance measurement, and change adoption. The ideal candidate will bring deep expertise in Lean Six Sigma methodologies, change management, and data-driven decision-making to streamline workflows, enhance cross-functional alignment, and deliver measurable business outcomes.
Key Responsibilities- Lead 2-3 concurrent large-scale process improvement programs, ensuring timely delivery, measurable impact, and alignment with organizational goals.
- Conduct data analysis, process mapping, and root cause analysis (RCA) to identify inefficiencies and develop solutions that enhance operational performance.
- Apply Lean Six Sigma and continuous improvement methodologies to optimize customer support and delivery operations.
- Develop and maintain Power BI dashboards and Azure DevOps reports to visualize performance metrics and support data-driven decision-making.
- Design and implement standard operating procedures (SOPs), process documentation, and training materials to ensure long-term adoption and standardization.
- Lead change management initiatives, ensuring teams are engaged, prepared, and supported throughout transitions.
- Partner with delivery, infrastructure, and operations teams to align process improvements with broader business objectives.
- Drive measurable performance improvements and report on KPIs to senior leadership and stakeholders.
- Facilitate value stream mapping (VSM) sessions and other workshops to identify bottlenecks and prioritize high-impact opportunities.
- Mentor and coach cross-functional team members on process improvement principles and best practices.
QualificationsRequired:- 10+ years of experience in project and/or program management, preferably within large-scale, complex operational environments.
- 10+ years of hands-on change management experience, ideally leveraging PROSCI or equivalent methodologies.
- 5+ years building and managing Azure DevOps dashboards and Power BI reports for performance and operational tracking.
- Proven record of driving continuous improvement initiatives with measurable business impact.
- Strong analytical and problem-solving skills; ability to translate data insights into actionable strategies.
- Demonstrated ability to manage multiple programs simultaneously and deliver results in a fast-paced environment.
- Excellent written and verbal communication skills with a strong ability to influence cross-functional teams and senior stakeholders.
- Solid knowledge of business process design, service delivery operations, and performance optimization frameworks.
- Green Belt or Black Belt certification in Lean Six Sigma required (or equivalent real-world application experience).
Preferred Qualifications- PMP or PMI certification.
- Experience leading process improvement initiatives within a customer support or service-oriented organization.
- Familiarity with service-level agreements (SLAs), workforce management, and operational delivery metrics.
- Experience training or mentoring teams in Lean Six Sigma, change management, or process improvement methodologies.
- Strong working knowledge of Microsoft Project, Visio, PowerPoint, and other business productivity tools.
- Background in operational excellence, business transformation, or performance improvement consulting.
Salary Range Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: $140,000 - $150,000 USD/annually. The salary/wage and job title for this opening will be based on the selected candidate's qualifications and experience and may be outside this range.
Blueprint believes in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
Location: Remote, preferably in the Greater Seattle, WA Area
BenefitsBlueprint believes that healthy, supported employees do their best work. Eligible employees have access to a comprehensive benefits package that may include:
- Medical, dental, and vision coverage
- Flexible Spending Account (FSA)
- 401(k) retirement plan
- Competitive paid time off
- Parental leave
- Professional growth and development opportunities
Benefits and eligibility may vary based on role, employment status, and location.
