Business Process Improvement Lead

Job Title: Business Process Improvement Lead

Location: Remote

Job Summary

We are seeking a Business Process Improvement Lead to drive the design, implementation, and optimization of operational workflows that support customer service teams. This role combines process improvement, workflow design, stakeholder management, and solution implementation to improve operational efficiency, scalability, and customer experience.

The ideal candidate is a systems thinker who can navigate ambiguity, translate business requirements into practical workflow solutions, and partner with cross-functional teams to deliver measurable business impact. This individual will own initiatives from problem identification and process analysis through implementation, adoption, and continuous improvement.

Responsibilities

• Lead large-scale, cross-functional process improvement initiatives focused on customer support operations and customer experience.
• Analyze business processes, identify improvement opportunities, and design scalable workflow solutions.
• Gather requirements from stakeholders and translate business needs into operational workflows, process designs, and implementation plans.
• Partner with Product, Operations, Analytics, Policy, and other stakeholders to evaluate process impacts and drive solution development.
• Design, pilot, test, implement, and optimize workflow solutions that improve operational efficiency, quality, and customer outcomes.
• Facilitate stakeholder alignment and drive decision-making in ambiguous problem spaces.
• Develop process maps, workflow documentation, functional designs, SOPs, and control plans.
• Lead user acceptance testing (UAT), pilot programs, validation activities, and post-launch evaluations.
• Monitor adoption, effectiveness, and performance of implemented solutions using data-driven metrics.
• Conduct root cause analysis, failure mode assessments, and continuous improvement activities using Lean Six Sigma principles.
• Build business cases, communicate recommendations, and present findings to leadership teams.
  
  

Required Qualifications

• Bachelor's degree in Industrial Engineering, Process Engineering, Business, Operations, or a related field.
• 5 years of experience in process improvement, business operations, process engineering, business analysis, consulting, product operations, or a related discipline.
• Experience leading cross-functional projects from requirements gathering through implementation and adoption.
• Strong process mapping, workflow design, and systems-thinking capabilities.
• Demonstrated ability to solve complex operational problems and navigate ambiguity.
• Experience partnering with stakeholders to define requirements and drive alignment.
• Advanced knowledge of customer service, customer support, contact center, or operational support environments.
• Intermediate SQL and Excel skills with strong analytical capabilities.
• Lean Six Sigma Green Belt, Black Belt, or equivalent process improvement experience.
  
  

Preferred Qualifications

• Experience with workflow automation, low-code/no-code platforms, or operational tooling.
• Experience with process mapping tools such as Lucidchart, Miro, Visio, or similar.
• Experience supporting product launches, workflow implementations, UAT, or change management initiatives.
• Background in Industrial Engineering, Process Engineering, Business Analysis, Product Operations, Management Consulting, or Continuous Improvement.
• Experience measuring adoption, operational performance, and business outcomes following implementation.
  
  

About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.

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