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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in business process management and operational excellence, with a strong focus on process improvement, governance, and cross-functional collaboration. Proficient in defining business requirements and translating them into actionable system and infrastructure needs.
Highest-signal resume keywords
Business Process ManagementOperational ExcellenceLean Six Sigma CertificationEnd-to-End Process MappingChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process ImprovementProcess MappingSOP DevelopmentGovernance FrameworksPerformance MeasurementRoot-Cause AnalysisBusiness AnalysisService Lifecycle ManagementOmnichannel Process DesignDocumentation
Soft Skills
Problem-SolvingFacilitationEffective CommunicationCoachingCollaboration
Tools & Technologies
CRMERPWorkflow ToolsDigital Customer Journeys
Certifications & Qualifications
Lean Six SigmaBPM Certification
Industry Keywords
Service OperationsCustomer SupportSales ProcessesRenewal ProcessesProcess Governance
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Own the process governance framework for Global Services, including process inventory, standards, decision rights, and review cadence
- Document and maintain Services processes, including process maps, SOPs, work instructions, and role definitions
- Build and prioritize the process improvement roadmap with Services leadership and process owners
- Define end-to-end process architecture across the Services lifecycle, including roles, handoffs, controls, and system requirements
- Drive improvements to sales, renewal, and delivery processes across all channels
- Set lifecycle management standards for services from launch to retirement
- Liaise with IT by translating business needs into system and infrastructure requirements and influencing IT priorities
- Lead root-cause analysis for complex, cross-functional process issues and ensure lasting corrective actions
- Define and track process performance measures, report results to leadership, and use data to guide improvement decisions
- Lead change management and adoption through training, targeted communications, and coaching
- Identify and develop Subject Matter Experts across the organization to capture feedback, cascade updates, and provide first-level support
- Partner with Customer Experience, Sales, Delivery, IT, Operations, and process owners to implement sustainable improvements
Requirements
What you’ll need- Bachelor’s degree in Business, Engineering, Operations, Information Systems, or a related field, or equivalent practical experience
- 7+ years of experience in business process management, operational excellence, business analysis, service operations, or continuous improvement
- Demonstrated experience mapping and improving end-to-end processes that cross functions and systems
- Experience defining business requirements and partnering with IT on process and system changes
- Strong facilitation, documentation, problem-solving, and change adoption skills
- English language proficiency with effective oral and written communication skills
- Lean Six Sigma, BPM, or other continuous improvement certification preferred
- Experience with services sales, renewals, delivery operations, service lifecycle management, or customer support preferred
- Experience developing SOPs, work instructions, controls, process measures, and governance routines preferred
- Familiarity with CRM or ERP environments, digital customer journeys, and workflow tools preferred
- Experience with omnichannel process design and implementation preferred
Benefits
Comp & perks- Competitive benefits plans
- Variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition programs
- Flexible time off plans
- Vacation and holiday leave
- Ongoing career development
- Mentorship, training, and leadership opportunities
- Award-winning employee development programs