Job Description

Director, Process Excellence

The Director, Process Excellence will define operational and strategic approaches to ensure business success by managing, sustaining, and continuously improving business processes. The director will collect and evaluate operational, service, and performance data to identify trends and areas for improvement.

The Director, Process Excellence will determine current performance, forecast future performance, and build and manage detailed project plans to implement improvements and/or corrective actions. This position will also analyze new business requirements and identify and recommend the most effective approach and resolution to implementation and/or potential issues In this role you will:

• Lead a team of Sr Managers to own and drive process excellence across multiple clients including Consulting, Business Process Re-engineering/ Improvement projects as well as strategic enterprise projects.
• Drive continuous improvement projects to improve process performance and/or generate Quality Net Savings.
• Support with Innovation and/or Value Creation roadmaps for prospective clients by working closely with the solutions team to deliver transformation led RFP response proposals.
• Drive training related to Transaction Quality (TQ) and Six Sigma.
• Mentor Green Belt and Black Belt projects and conduct training when necessary.
• Lead design thinking projects.
• Support Operations teams to drive Value generation projects.
• Drive idea generation initiatives and Kaizen projects.
• Drive Voice of the Customer (VOC), Customer Satisfaction (CSAT), Net Promoter Score (NPS) actionable across the team and maintain/improve the scores.

We are looking for someone who has:

Required Education and Experience

• Bachelor\'s degree in Business, Business Analytics, Engineering, or related field, or equivalent education, training, and experience.
• Minimum 12 years of business process improvement, continuous improvement, project management or other closely related field, with at least 10 years of experience in Quality Assurance/Improvement.
• Master Black Belt certification from accredited organization or equivalent statistical/transformation experience.
• Currently in a Director position or a minimum of 2 years in a Sr. Manager position.

Preferred Education and Experience

• Experience at ResultsCX or BPO industry.

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX\'s 30+-year track record for reimagining the customer experience to meet consumers\' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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