Key Expectations

• Identify the highest value CPI projects, coordinate project teams, and drive completion of projects.
• Execute CI programs by applying LSS tools such as DMAIC, Gemba, Kaizen, A3 thinking, Control Charts, Value Stream Mapping, 5S, Root Cause Analysis, Error Proofing, Visual Management, Poke-Yoke, and others.
• Develop reporting and tracking mechanisms for CPI progress and opportunity identification.
• Build strong internal partnerships with functional leaders to facilitate project identification and selection process.
• Be the objective consultant for best practices in all functions, and motivate and instill a culture of CPI.
• Embrace the Client People Principles.
• Responsible for disseminating LSS leadership (including facilitating Lean workshops), developing and coaching CPI concepts and change management capabilities, and cultivating a CPI culture at Client.

Basic Qualifications

• Minimum 5 years of documented world-class LSS experience and 'hands on' track record of implementing successful process improvements, including proven application of tools stated above
• LSS Black Belt Accreditation with a documented CI portfolio
• Practical experience in developing and teaching LSS principles through White/Yellow/Green Belt training
• Strong negotiation, influence, collaboration, team facilitation, and influencing skills
• Strong written and verbal skills
• Proven track record of making data driven decisions
• Ability to effectively communicate and present with both executive management and frontline personnel
• Ability to deal with ambiguity and constant change
• Passionate about people and customers. You believe that a service can only be as good as its customers believe it to be.

Preferred Qualifications

• LSS Master Black Belt Accreditation
• Advanced analytical and statistics experience
• Experience working in a Customer Service / Customer Experience organization
• E-commerce or digital media experience