SiteMinder - Global Process Excellence and Continuous Improvement Manager
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• Bachelor's degree in Engineering, Operations Management, Business Administration, Industrial Engineering, or related field • Lean Six Sigma Black Belt certification (mandatory) • Project Management Professional (PMP) or equivalent project management certification (highly preferred) • Change Management certification (Prosci, Kotter, or similar) is a plus • 5-7+ years of experience in process improvement, operational excellence, or continuous improvement roles • 2+ years in a leadership or team management capacity • Strong background in hospitality industry, customer support, customer service, or BPO operations (highly preferred) • Demonstrated success leading cross-functional process improvement initiatives with measurable business impact • Experience implementing change management strategies in fast-paced, dynamic environments
Responsibilities
• Process Design & Optimization • Design end-to-end processes for all new product rollouts, features, or initiatives that impact customers – ensuring seamless customer experience and operational readiness before launch • Lead process improvement initiatives using Lean Six Sigma methodologies (DMAIC, Kaizen, PDCA) to optimize existing workflows • Map current and future state processes using Value Stream Mapping and BPMN to identify inefficiencies and bottlenecks • Conduct root cause analysis (5 Whys, Ishikawa, FMEA) to address systemic issues • Create and maintain comprehensive process documentation, SOPs, and workflow diagrams • Data Analysis & Insights • Analyze support case data and operational metrics to identify improvement opportunities and quantify business impact • Build business cases for process changes using SQL, Excel, Power BI/Tableau, and statistical analysis tools • Leverage predictive analytics and AI/ML to forecast trends and proactively address issues • Establish baseline metrics and track post-implementation performance • Stakeholder Collaboration & Change Management • Facilitate cross-functional workshops with agents, team leads, managers, and leadership to design and refine processes • Partner with Learning & Development to create training programs for new and revised processes when required • Collaborate with Global Support Operations to deliver ongoing briefings and enablement to frontline teams • Manage resistance through structured change management (ADKAR, Kotter) and effective communication strategies • Drive adoption and ensure sustained process adherence across teams • Continuous Improvement & Governance • Proactively identify problem areas through ongoing monitoring, trend analysis, and frontline feedback • Conduct periodic process audits to ensure adherence and identify gaps or drift • Establish governance frameworks for process ownership, review cycles, and continuous iteration • Champion a culture of continuous improvement through coaching and methodology training • Stay current with emerging technologies (AI, automation, process mining) and industry best practices • Team Leadership & Strategic Alignment • Build, mentor, and manage a team of 1-2 Process Improvement Analysts • Set priorities, allocate resources, and manage multiple improvement projects simultaneously • Connect process improvements to business outcomes (customer satisfaction, cost optimization, scalability) • Present findings, recommendations, and ROI projections to senior leadership • Contribute to long-term strategic planning for Global Support transformation
Benefits
• Mental health and well-being initiatives • Generous parental (including secondary) leave policy • Flexibility to work in a Hybrid model (2-3 days in-office) • Paid birthday, study and volunteering leave every year • Sponsored social clubs, team events, and celebrations • Employee Resource Groups (ERG) to help you connect and get involved • Investment in your personal growth offering training for your advancement • Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch. • When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
No credit card. Takes 10 seconds.