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Lead Business Process Improvement Specialist
hace 2 meses
Zendesk, S. De R.L. De Cv (Mexico) is seeking a highly skilled Lead Business Process Improvement Specialist to join our team. As a key member of our Operations department, you will be responsible for leading ongoing transformation efforts focused on the evolution of our operations and core business processes.
Key Responsibilities- Lead various business process improvement activities across our continuous improvement lifecycle stages of analysis, discovery, implementation, measurement, and sustain.
- Lead the coordination and achievement of business goals pertaining to Operational Excellence cost and efficiency improvements.
- Lead cross-functional meetings, discussions, and drive aligned decision-making.
- Manage work through asynchronous and synchronous tactics.
- Train team members and peers in the understanding and deployment of Continuous Improvement practices.
- Serve as a subject matter expert for business process improvement practices and change management by facilitating improvement programs and projects.
- Act as an advisor on business process improvement activities across the Customer Operations organization.
- Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared with other working teams.
- Resolve project issues through direct action, problem-solving techniques, and/or escalation, when necessary.
- Perform ongoing reviews and presentations with leadership to ensure common understanding and expectations.
- Build and maintain relationships with key stakeholders to identify areas of opportunity for improvement.
- Deliver recommendations based on initiative outcomes and results.
- Partner closely with Workforce Optimization leaders for the implementation of various initiatives and measurement of success.
- Create a measurable iterative business process improvement environment.
- Effectively communicate across the organization as needed.
- 5+ years of experience in process mapping through process tools and workflow design.
- Experience with using business process improvement software.
- Project management experience/skills through execution.
- Proficient use of Google Suite, including Sheets, Slides, and Docs.
- Proficient use of project management tools (e.g., Smartsheet, Asana, Jira, Confluence).
- Lead with impact and influence.
- Establish credibility, effectively persuade and develop others, and achieve important objectives collaboratively.
- Champion our company culture and empower employees to take responsibility for their jobs and goals.
- Maintain transparent communication and showcase strong communication, interpersonal, and presentation skills.
- Experience using business process improvement software for customer support.
