Manager, Process Improvement Customer Experience

Job Summary

The role uses process analysis data and change management to identify inefficiencies redesign workflows and improve service delivery so that customer satisfaction retention and loyalty are enhanced.

Responsibilities

• Process Mapping & Analysis: Map current customer-facing workflows (e.g. support onboarding billing) to identify bottlenecks redundancies and compliance gaps

• Customer-Centric Redesign: Redesign processes to reduce wait times improve accuracy and align with customer expectations using methodologies like Lean Six Sigma or Kaizen

• Data-Driven Insights: Use analytics to measure performance track KPIs (e.g. first-contact resolution NPS CSAT) and validate improvement impact

• Cross-Functional Collaboration: Partner with Category IT Operations and Marketing to align process changes with product features and customer journeys

• Change Management: Lead training communication and adoption strategies to ensure smooth transition and sustained improvements

• Technology Integration: Work with IT to automate or simplify steps (e.g. self-service portals AI chatbots) to improve speed and accuracy

• Stakeholder Alignment: Manage conflicting priorities between departments while keeping customer experience as the central goal

Qualifications

• Preferred Bachelors Degree in Industrial Engineering Engineering or a related field.

• 7 years of domain experience including process analysis process design at scale and applying improvement methodologies using multiple technologies tools or platforms to drive process optimization.

• Demonstrated ability to design processes for AI-readiness and automation engineering systems that can hand off to AI as capabilities evolve rather than simply optimizing existing workflows.

• Experience applying a systems thinking lens to process design identifying upstream root causes and downstream impacts before prescribing solutions.

• Demonstrated experience leading organizational change including stakeholder alignment communication planning and adoption measurement.

• Lean/Six Sigma Black Belt or equivalent process management expertise. Additional consideration given to Agile service design and other relevant experience.

• Proven track record of leading and coaching successful complex process improvements.

• Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner.

• Proven ability to work collaboratively with a wide range of stakeholders demonstrating ability to lead and influence express opinions and structure arguments clearly to drive alignment to measurable outcomes.

• Demonstrated focus on end-to-end customer journey and customer-centric outcomes.

• Prior experience developing business processes in customer support operating models that balance multiple stakeholder interests.

• Demonstrated creative problem solving and analytical skills with a pragmatic sense of how to get things done.

• Ability to travel up to 20% of time.

• Excellent follow through skills

Preferred Qualifications

• PeopleSoft experience a plus

Leadership

• Embodies the following values: serve perform influence respect innovate team.

• Effectively communicates by motivating and inspiring others through clear and proactive communication.

• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.

• Makes balanced decisions and thinks strategically by being a forward thinker.

• Develops high-performing teams by providing inclusive leadership attracting and developing world-class talent providing ongoing feedback and building trust across the organization.

Physical Demands / Working Environment

• List of physical demands that the job requires.

• List of details about the working environment.

Not the right fit Let us know youre interested in a future opportunity by joining our Talent Community on or create an account to set up email alerts as new job postings become available that meet your interest!

GPC conducts its business without regard to sex race creed color religion marital status national origin citizenship status age pregnancy sexual orientation gender identity or expression genetic information disability military status status as a veteran or any other protected characteristic. GPCs policy is to recruit hire train promote assign transfer and terminate employees based on their own ability achievement experience and conduct and other legitimate business reasons.