Six Sigma Black Belt - CRM Process Optimization

Job Title: Six Sigma Black Belt CRM Process Optimization

Location: Nashville / Brentwood, TN area

Seniority on the skill/s required on this requirement: Senior

Estimated Duration: 6 months contract with possible extension

Work authorization: USC or GC

Primary Platforms: Microsoft Dynamics 365, CRM

Job Summary

We are seeking a Six Sigma Black Belt with CRM experience to lead enterprise process improvement initiatives focused on customer relationship management, service delivery, intake, case management, workflow automation, data quality, reporting, and customer experience outcomes. This role combines Lean Six Sigma expertise with hands-on CRM process knowledge to identify inefficiencies, reduce variation, improve cycle times, and deliver measurable business value across cross-functional teams.

Responsibilities

• Lead complex Lean Six Sigma projects using DMAIC, root cause analysis, value stream mapping, process mapping, control plans, and statistical analysis to improve CRM-enabled processes
• Assess current-state CRM workflows, intake channels, service processes, customer touchpoints, data handoffs, approval paths, and reporting routines to identify gaps and improvement opportunities
• Partner with business leaders, IT, operations, customer service, sales, marketing, finance, and compliance teams to define measurable improvement objectives and prioritize high-value initiatives
• Develop project charters, business cases, benefit estimates, milestone plans, risk logs, and stakeholder communication plans for process improvement efforts
• Use CRM data, operational metrics, customer feedback, and process performance indicators to quantify defects, delays, rework, leakage, backlog, conversion gaps, and service-level performance
• Design improved workflows that increase adoption, standardize execution, reduce manual work, improve data integrity, and strengthen customer experience
• Facilitate cross-functional workshops, Kaizen events, design sessions, and process governance forums to align stakeholders and drive change adoption
• Mentor Green Belts, project managers, business analysts, and process owners on Lean Six Sigma tools, problem-solving techniques, and continuous improvement practices
• Establish control mechanisms, dashboards, KPIs, and sustainment plans to ensure improvements are maintained after implementation
• Prepare executive-level updates that clearly communicate project progress, financial impact, risks, decisions needed, and realized benefits
  
  

Requirements

Required Qualifications:

• Bachelor's degree in business, information systems, engineering, operations, analytics, or a related field; equivalent experience may be considered
• Lean Six Sigma Black Belt certification from a recognized program or certifying body
• 5 years of experience leading process improvement, operational excellence, business transformation, or quality initiatives
• Demonstrated CRM experience with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow CRM/CSM, Oracle CX, HubSpot, or similar enterprise systems
• Strong understanding of CRM process areas, including lead or request intake, customer onboarding, case management, service workflows, account/contact data, escalation paths, customer communications, reporting, and pipeline or service performance metrics
• Experience using data analysis to support decision-making, including KPI development, baseline analysis, variance analysis, root cause validation, and benefits tracking
• Ability to lead cross-functional teams, influence stakeholders, and manage multiple improvement initiatives simultaneously
• Strong executive communication skills, including the ability to translate complex process and data findings into clear recommendations
  
  

Preferred Qualifications

• Experience supporting CRM implementation, modernization, consolidation, optimization, or post-go-live stabilization efforts
• Experience with Agile, project portfolio management, change management, business process management, or enterprise architecture practices
• Familiarity with CRM integrations, master data, reporting dashboards, workflow automation, AI-enabled service capabilities, or customer data governance
• Experience in regulated, healthcare, corrections, government services, financial services, or other operationally complex environments
• Advanced analytical skills using Excel, Power BI, Tableau, SQL, Minitab, or similar tools
• Lean Six Sigma leadership and disciplined problem solving
• CRM process design and customer journey optimization
• Data-driven decision-making and benefits realization
• Stakeholder facilitation and executive communication
• Change leadership and adoption planning
• Process governance, standardization, and sustainment
• Project planning, risk management, and cross-functional delivery
  
  

Mindtris, a minority women-owned enterprise, is at the forefront of digital transformation, technology excellence, and business growth solutions. Specializing in talent mobilization and innovation, we are dedicated to enhancing customer experiences across diverse sectors such as Information Technology, Telecommunications, Healthcare, Engineering, and the Public sector. With a focus on deploying top-tier talent and fostering innovation, we empower businesses to thrive and excel in a rapidly evolving digital landscape, helping them reach new heights of success.

Mindtris is committed to fostering workforce diversity and is proud to be an equal opportunity employer.