Join our team as a Business Process Improvement (BPI) Lead, where you'll drive impactful projects to enhance customer support and operational efficiency in a remote setting. This role offers the chance to lead cross-functional teams and implement global process improvements using Lean Six Sigma methodologies.

Responsibilities

• Lead cross-functional project teams to implement operational changes and improvements.
• Utilize Lean Six Sigma methodologies to drive global process improvement projects.
• Build and maintain strong relationships with stakeholders to ensure effective collaboration.
• Analyze data to identify root causes of operational challenges and develop metrics for process measurement.
• Communicate progress and present improvement opportunities to senior leadership.
• Create and apply Failure Modes and Effects Analysis to mitigate process failures.

Skills

• 5+ years of experience in operations or a related field, preferably with an industrial engineering background.
• Proven knowledge of customer service and contact center operations.
• Strong stakeholder management and communication skills.
• Experience in project management and leading cross-functional teams.
• Intermediate proficiency in SQL and Excel for data analysis.

Preferred Skills

• Lean Six Sigma Green Belt or Black Belt certification or equivalent experience.
• Strong analytical capabilities with a focus on driving business metrics.
• Ability to work in ambiguous environments and adapt to changing priorities.
• Experience in process and systems design and improvement.

At Horizontal, we are committed to fostering a diverse, equitable, and inclusive workplace where every individual is valued and empowered to contribute their unique perspectives.