Business Process Improvement Manager (Pradeep) : The Business Process Improvement Manager - Lean Six Sigma Black Belt will lead a number of cross-
functional projects within Customer Service as well as cross-functional projects with stakeholders throughout the organization.
This role requires leadership and change management skills, problem solving, technology expertise, and extensive experience in operational excellence and process improvement.
The Business Process Improvement Manager - Lean Six Sigma Black Belt will initially be responsible for the identification and management of process improvement projects with a specific focus on contact reduction within the contact center Katowice.
This person will also be responsible for building strong relationships with various stakeholders throughout the company and will be charged with helping to develop a culture of CI at Groupon.
This person will not initially build out a team, though, there may be opportunity to inherit a project management resource.
Projects and ongoing responsibilities :
Identify, manage, and execute Lean Six Sigma Projects using the DMAIC methodology
Collect and analyze data and identify solutions based on root cause analysis and create business cases to present to key stakeholders and solutions
Create process maps and help standardize process and workflow
Create reports and use data to drive decisions throughout CS
Serve as a primary thought leader on CI strategy
Support the head of customer experience in preparing for leadership meetings, team huddles, and problem solving on major projects and issues.
Interface and collaborate with other areas of operations, including merchant services, editorial, scheduling, and others.
Filter and identify critical process changes and updates between departments.
5+ years process improvement experience
3+ years project management experience
Expert Knowledge of Lean Six Sigma Methodology
At least 2 years in a management capacity
Black Belt certification required
Experience with process mapping and knowledge of process mapping tools required (Visio, etc)
Experience with statistical tools required (Minitab, SPC, Tableau, SQL, Excel, etc)
Experience within a call center environment preferred
Experience with reporting tools and dashboards a plus (Tableau, etc)
Experience with change management a plus
Master Black Belt certification a plus
PMP certification a plus