Job Description

Process Sr. ManagerThe Process Sr. Manager will be responsible for identifying, delivering, and documenting opportunities for improvement, which will result in analyzing, creating, and implementing solutions to achieve business objectives.The Process Sr. Manager will organize and facilitate project-based endeavors, which may include identifying and resolving operational issues, enhancing productivity, reducing waste, improving customer service, or reducing costs. In this role you will:

• Lead initiatives such as Continuous Improvement, COPC/ISO Readiness and Voice of the Customer (VOC) across locations for the company.
• Drive continuous improvement projects to improve process performance and/or generate Quality Net Savings.
• Support with innovation and/or transformation roadmaps for prospective clients by working closely with the solutions team to deliver transformation-led RFP responses.
• Drive training related to Transaction Quality (TQ) and Six Sigma.
• Lead design thinking processes and provide guidance for Green Belt and Black Belt projects within the organization.
• Conduct training to improve the Quality DNA of the organization.
• Monitor contractual productivity commitments, perform gap assessment, and work with Account leaders to resolve discrepancies.
• Support the account operational risk reviews led by the central risk team by providing data and artifacts.
• Drive idea generation initiatives and Kaizen projects.
• Drive 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

• Bachelors degree in Business, Business Analytics, Engineering, or related field, or equivalent education, training, and experience.
• Minimum 10 years of business process improvement, continuous improvement, project management or other closely related field, with at least 5 years of experience in Quality Assurance/Improvement.
• Must have experience in Digital Transformation and Data Science
• Black Belt certification from accredited organization and experience in statistical/transformation experience.
• A minimum of 2 years in a managerial position or currently in a Senior Manager position

Preferred Education and Experience

• Experience at ResultsCX or BPO industry.
• Data Science Certifications

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. ResultsCXs 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.