Are you passionate about improving customer support operations and driving meaningful change across complex, cross-functional environments? This remote Business Process Improvement Lead opportunity offers the chance to shape service experiences, lead continuous improvement initiatives, and turn data-driven insights into measurable business results.

Responsibilities

• Lead large-scale process improvement efforts that enhance customer support operations and overall user experience.
• Analyze current workflows, identify inefficiencies, and design improved processes, control plans, and pilot programs.
• Partner with cross-functional teams to assess the impact of operational changes and support change management efforts.
• Use data, reporting, and analytics to measure performance, uncover root causes, and guide decision-making.
• Create functional process documentation that connects customer journeys, agent workflows, product changes, and policy requirements.
• Develop and present business cases, including cost and benefit analyses, to support process improvement recommendations.
• Apply Lean Six Sigma principles to implement scalable solutions and transition improvements into ongoing operations.
• Track project progress, communicate updates to stakeholders, and support the delivery of initiatives with measurable impact.
• Use tools such as SQL and Excel to support analysis, reporting, and process enhancement efforts.

Skills

• At least 5 years of post-graduate experience in operations, industrial engineering, or a related field.
• Strong understanding of customer service or contact center operations.
• Experience leading process and systems improvement initiatives.
• Ability to work effectively in ambiguous and evolving problem spaces.
• Proven success managing cross-functional projects and influencing stakeholders.
• Lean Six Sigma Green Belt, Black Belt, or equivalent practical experience.
• Intermediate SQL skills for querying and analyzing data.
• Intermediate Excel skills and solid analytical capability.
• Strong communication, problem-solving, and organizational skills.

Preferred Skills

• Experience supporting support operations, service improvement, or change management programs.
• Background in developing metrics and measurement systems for operational performance.
• Experience creating FMEA documentation and using structured risk-mitigation methods.
• Ability to build business cases and present recommendations to senior leadership.
• Experience with continuous improvement pilots and global process rollouts.
• Familiarity with feature launches or process changes in a fast-moving environment.

Horizontal is committed to fostering an inclusive, equitable, and welcoming environment where diverse perspectives are valued and every team member has the opportunity to contribute and succeed. We encourage candidates from all backgrounds and experiences to apply and join a culture grounded in collaboration, respect, and continuous improvement.

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.