Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
JOB DESCRIPTION
Position Overview
We are seeking a seasoned Six Sigma Master Black Belt/Black Belt with over 15 years of proven expertise in Process Improvement, Continuous Improvement, and Service Journey Optimization. This role requires a strategic thinker with a passion for driving operational excellence and improving key performance indicators (KPIs). The Process Improvement Director will collaborate closely with clients to identify inefficiencies, redesign processes, and implement best practices to achieve measurable results.
Key Responsibilities
Strategic Leadership:- Partner with clients to assess existing processes and identify opportunities for improvement aligned with business objectives.
- Develop and execute process improvement strategies to enhance client KPIs such as productivity, quality, efficiency, and customer satisfaction.
- Act as a trusted advisor to clients, providing data-driven insights and solutions to enhance service journeys.
- Lead complex process improvement initiatives using Six Sigma methodologies (DMAIC, Lean, Kaizen, etc.).
- Serve as a subject matter expert in Six Sigma tools and techniques to solve critical business problems.
- Mentor and coach project teams, including Green Belts and Black Belts, to ensure successful project delivery.
- Build strong relationships with clients to understand their operational challenges and align improvement initiatives with their goals.
- Regularly communicate progress, deliverables, and outcomes to stakeholders at all levels.
- Design, implement, and monitor new workflows, policies, and procedures to streamline operations.
- Develop data collection and analysis mechanisms to track the impact of process changes.
- Ensure compliance with industry standards and regulatory requirements in all improvement initiatives.
- Define, measure, and analyze key performance metrics to evaluate the success of process improvement projects.
- Provide detailed reporting and presentations showcasing ROI and impact on client KPIs.
- Lead change management efforts to foster a culture of continuous improvement within the client organization.
- Design and deliver training sessions to upskill client teams on process improvement methodologies.
Qualifications
- Education: Bachelor’s degree in Business, Operations Management, Engineering, or a related field (Master’s preferred).
- Certifications: Certified Six Sigma Master Black Belt/Black Belt (mandatory). Additional certifications in Lean, Kaizen, or Agile methodologies are a plus.
- Experience: 15+ years of demonstrated success in process improvement, continuous improvement, and service journey optimization in diverse industries.
- Analytical Skills: Expertise in data analysis, statistical modeling, and problem-solving. Proficiency in tools such as Minitab, Tableau, or Power BI .
- Leadership: Strong ability to influence, lead, and inspire cross-functional teams and stakeholders.
- Communication: Exceptional verbal and written communication skills, with a track record of delivering impactful presentations to executive leadership.
- Client-Focused: Proven experience working in client-facing roles, with the ability to build trust and drive measurable results.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
