Job Description

Senior Manager - Process Excellence
About the Role
We're looking for a dynamic and results-oriented Senior Manager - Process Excellence with a passion for driving transformation, optimizing operations, and embedding a culture of continuous improvement. This role will serve as a key change agent within the organization, leveraging Lean Six Sigma, digital tools, and design thinking methodologies to elevate process performance, customer experience, and business impact.
As a certified Six Sigma Black Belt, you will lead strategic improvement initiatives, mentor/Lead Green Belts and Black Belts, and partner with cross-functional leaders to co-create smarter, faster, and more scalable business solutions. In this role you will:

• Lead Continuous Improvement (CI) Strategy: Champion Lean Six Sigma methodologies and frameworks across departments to drive measurable improvements in process efficiency, customer satisfaction (CSAT/NPS), cost reduction, and compliance.
• Drive Digital Transformation: Collaborate with stakeholders to implement automation, AI, and data-driven solutions that accelerate operational excellence and innovation.
• Quality Governance & Training: Conduct advanced training sessions on Six Sigma, Design Thinking, and Transaction Quality; mentor Green and Black Belt candidates to build organizational quality capabilities.
• Kaizen & Innovation Culture: Build a strong culture of frontline innovation through ideation campaigns, rapid Kaizen events, and cross-functional collaboration.
• Performance Monitoring: Track key metrics (efficiency, quality, turnaround time), analyze gaps, and lead improvement initiatives to exceed contractual SLAs and KPIs.

We are looking for someone who has:
Minimum Qualifications

• Bachelor's degree in Business, Operations, Engineering, Analytics, or a related field.
• 10+ years of experience in Business Process Improvement, Operational Excellence, or related roles.
• At least 5+ years of hands-on Quality/CI experience including project delivery using Six Sigma/Lean tools.
• Certified Six Sigma Black Belt (from a recognized institution) with a strong track record of project success and statistical acumen.
• Experience in leading digital transformation projects, with working knowledge of data analytics, automation (RPA), or process mining.
• Minimum 2 years in a managerial role, demonstrating people leadership, stakeholder engagement, and strategic project oversight.

Preferred Experience

• Exposure to CX/Customer Experience or BPO/KPO environments is a plus.
• Certifications in Data Science, Design Thinking, or Agile methodologies are highly desirable.
• Working knowledge of BI tools (Power BI, Tableau), statistical tools (Minitab), and process improvement software.

Why Join Us?

• Be a key driver of enterprise-wide transformation and innovation
• Work with a high-impact team focused on customer-centric excellence
• Thrive in a collaborative, agile, and future-forward work culture
• Opportunities for global exposure and continuous learning

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.
ResultsCX 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.