Senior Manager, Business Process

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

The Business Process Improvement Senior Manager is responsible for the integrity and improvement of business processes in Zebra’s Global Customer Success & Services (CS&S) organization. They help ensure our business processes run effectively, efficiently and in support of delivering against our commitments internally and externally to our customers, partners and regulatory bodies.

Essential Duties and Responsibilities:

• Works with stakeholders across the organization to design, standardize, and improve processes
• Plans and manages the activities of a team of process and Lean Six Sigma resources who provide business process support for the organization
• Brings expertise to multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with procedures, etc.
• Drives organization-wide process optimization and aligns workflows with strategic goals
• Plans, performs and implements the most complex process improvement initiatives, which may span business units or require significant cross-functional alignment or involvement.
• Assignments often include designing processes from scratch in emerging functional organizations or business units.
• Helps team to proactively identify and suggest opportunities to continuously improve process effectiveness and efficiency
• Provides insight to guide initiative priorities and decisions
• Facilitates cross-functional collaboration to break down organizational silos to ensure end-to-end process integration
• Measures and reports on success of new and revised processes, including via presentations to senior-level and executive audiences
• Oversees governance processes to ensure process maintenance, standards, guidelines, and best practices, and ownership
• Evaluates possible solutions for cost/benefit, efficiency and alignment to corporate values and direction
• Selects, develops, and evaluates team members’ performance against goals
• Works with change management team to ensure awareness and adoption of process repositories, improvement tools, and education opportunities

Process Governance Areas of Responsibility

• E2E Services Process Architecture
• Process Library Creation / Maintenance
• Process Assistance Requests Intake & Triage (Assessment & Routing)
• Process Documentation (Importation, Creation)
• Cross-Functional Process Improvement
• BPM Training Dev, Delivery, Ongoing How-To Support
• Business Requests Inventory & Status Reporting
• Process Council Operation / Alignment with Services IT Bus Ops Teams
• Identify and Prioritize Process Improvement Opportunities across the Organization
• PRIME Business Process Management Repository & Tool to ensure Process Governance and Ownership
• Manage & Report Time Back to Sellers Improvement Opportunities for SWS & CS

Lean Six Sigma & Innovation Areas of Responsibility

• CS&S LSS Program Management (Targets, Training, Mentoring, Promotion)
• Continuous Improvement Projects Mentoring Program Management
• Znnovation / InZpire 2.0

Data & Reporting Areas of Responsibility

• Services’ Zebra Data Lake (ZDL) Requests & Prioritization for IT Sprint Delivery
• CS&S Business Lead for Zebra’s Data Compass Data & Reporting Governance Program
• Manage & Report CS&S Alation Data Catalog Tool Stakeholders & Adoption
• Manage Power BI to Fabric Data Transition for Services

Requirements

Key Skills

• Process Mapping & Modeling experience
• Demonstrated success using process improvement principles and approaches
• Strong analytical skills for assessing process efficiency and identifying improvement opportunities
• Experience leading a team to successful business outcomes through strong talent and performance management practices
• AI Tools experience in support of process improvements
• Digital Transformation experience in support of process improvements
• Process Automation experience in support of process improvements
• Experience presenting to Director and above audiences
• Excellent communication and collaboration skills to work with cross-functional teams

• Advanced experience with BPM & Office tools such as Visio, Excel, PowerPoint

Preferred Skills

• Demonstrated experience improving Services and Sales processes
• Formal Process Training or Certifications
• Six Sigma Green Belt preferred or in progress
• Familiarity with Agile IT Development methodology

Preferred Education: Master’s degree

Preferred Work Experience (years): 12 or more years experience including 2 years as team supervisor / manager

Travel Requirements: 10-25%

Incentive Compensation:

In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 20% of base pay, in accordance with the terms of the applicable incentive plan.

Job Posting Statement:

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.