We are seeking a dynamic and experienced Business Process Improvement (BPI) Lead to join our team. This remote position offers the opportunity to drive large-scale, cross-functional projects that enhance customer support and operational efficiency.

Responsibilities

• Lead and support cross-functional project teams to implement operational changes that enhance customer service.
• Utilize Lean Six Sigma methodologies to deliver significant process improvement projects globally.
• Build relationships with stakeholders to identify and implement best practices in operations.
• Analyze data and develop metrics to measure process performance and identify improvement opportunities.
• Conduct cost and benefit analyses to support process improvement initiatives and present findings to senior leadership.
• Facilitate the design and execution of Continuous Improvement pilots and projects.

Skills

• 5+ years of experience in operations, with a focus on customer service and contact center environments.
• Strong stakeholder management and communication skills.
• Proficient in process and systems design, as well as project management.
• Intermediate skills in SQL and Excel for data analysis.

Preferred Skills

• Lean Six Sigma Green Belt or Black Belt certification, or equivalent experience.
• Experience in leading cross-functional teams to achieve business goals.
• Ability to work in ambiguous problem spaces and drive solutions.

At Horizontal, we are committed to fostering a diverse and inclusive environment where all voices are heard and valued. We encourage individuals from all backgrounds to apply and contribute to our mission of creating equitable opportunities for everyone.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.