Business Process Improvement Manager
Core
Designing systems where problems do not occur by engineering processes for AI-readiness and automation, building AI prototypes to validate process designs, and applying systems thinking to operationalize strategies across Community Support.
Role type
Senior individual contributor Business Process Improvement Manager
Builds
AI-ready process architectures, automated workflows, and measurement systems for Community Support operations
Domain
Customer Support Operations / Process Engineering / Applied AI
Deliverable
production ML models
Required skills
Lean Six Sigma Black Belt, systems thinking, AI prototype development, process simulation, statistical process control, change management, stakeholder alignment, data-driven analysis
Preferred skills
Industrial Engineering degree, 10+ years operations experience, 7+ years customer support operations, Agile, service design, Industrial and Systems Engineering
Technologies
AI tools, no-code/low-code platforms, workflow automation platforms, process simulation tools
Responsibilities
Develop business strategies for Service Optimization; Lead cross-functional process engineering initiatives; Design processes for AI-readiness and automation; Build AI prototypes to validate process designs; Use process simulation to model behavior; Implement process measurement systems (KPIs, SPC); Lead change management for process transitions; Partner with Product/Technology to translate requirements into tooling specifications
Seniority
Senior, hands-on IC