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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in process management and continuous improvement methodologies, including BPMN, Lean, and Lean Six Sigma. Proficient in data analysis and KPI development, with strong communication skills to present findings and recommendations effectively.
Highest-signal resume keywords
BPMN ProficiencyLean Six Sigma Green Belt CertificationData Analysis SkillsProcess Management ExperienceContinuous Improvement Methodologies
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 MappingData AnalysisRoot-Cause AnalysisKPI DevelopmentProcess AutomationSQL KnowledgeLean MethodologiesDMAICA3FMEA
Soft Skills
Clear CommunicationOrganizational SkillsAutonomyCollaborationFacilitation Skills
Tools & Technologies
BizagiLucidchartMiroVisioPower BITableauLookerJiraConfluence
Certifications & Qualifications
Lean Six Sigma Yellow BeltLean Six Sigma Green BeltCBPP CertificationBPM CBOK Training
Industry Keywords
Digital OperationsCustomer ServiceContact CentersRisk ManagementGovernance Frameworks
Tech Stack
Tools & technologiesRPASQLTableau
About the role
Key responsibilities & impact- Lead end-to-end as-is diagnostics of operational processes through interviews, operational observation, data analysis, and workshops
- Map and document workflows in BPMN, identifying bottlenecks, rework, unnecessary handoffs, weak decision points, and waste
- Design and propose the to-be state, including quantified benefits and a viable implementation plan
- Build and maintain process standardization assets: SOPs, flowcharts, SIPOC diagrams, RACI matrices, decision trees, and exception criteria
- Structure and lead continuous improvement projects using DMAIC, PDCA, Kaizen, and A3
- Define and track process KPIs, turning metrics into decision-making recommendations
- Conduct root-cause analysis using Ishikawa diagrams, the 5 Whys, Pareto analysis, and FMEA
- Identify and prioritize automation opportunities, working with Product and Technology to translate processes into requirements
- Manage the process change pipeline: assess impact and risk, maintain version control, communicate changes, provide training, and verify adoption
- Lead change management with internal teams and BPO partners
- Present data-driven diagnostics, hypotheses, and results to leadership
- Serve as the process subject-matter expert for other squads within the department
Requirements
What you’ll need- Bachelor’s degree in Engineering (preferably Industrial Engineering), Business Administration, Statistics, Information Systems, Quality Management, or a related field
- Extensive experience in process management and continuous improvement, covering the full cycle: as-is diagnosis, to-be redesign, implementation, and benefit sustainment
- Proficiency in BPMN and process modeling tools such as Bizagi, Lucidchart, Miro, Visio, or equivalent platforms
- Hands-on experience with Lean and Lean Six Sigma methodologies (DMAIC, VSM, Kaizen, PDCA, A3) applied to projects with measurable results
- Lean Six Sigma Yellow Belt or Green Belt certification
- Strong data analysis skills, including advanced Excel and the ability to independently interpret metrics in BI tools (Power BI, Tableau, Looker, or similar)
- Experience developing and monitoring operational KPIs and SLAs, including target setting and variance analysis
- Proven ability to conduct interviews, workshops, and alignment meetings with business teams
- Clear written and verbal communication skills, with the ability to synthesize complex analysis into executive recommendations
- Autonomy, organization, and maturity to work in a dynamic environment with multiple concurrent initiatives and ongoing prioritization
- Green Belt certification (for senior-level roles) or Black Belt certification (a plus)
- CBPP certification or BPM CBOK training (a plus)
- Experience in digital operations, including customer service/CX, contact centers, content moderation, trust & safety, fraud prevention, risk, or large-scale back-office operations (a plus)
- Experience managing BPO partners and governing outsourced processes (a plus)
- SQL knowledge for data querying and validation (a plus)
- Experience with process automation and AI applied to processes, including RPA, workflows, agents, and automated decision models (a plus)
- Experience working in agile environments (squads, sprints, OKRs) and with tools such as Jira and Confluence (a plus)
- Familiarity with governance and risk management frameworks, including the Three Lines Model, COSO, COPC, and ISO 9001 (a plus)
- Intermediate English proficiency for technical reading (a plus)
Benefits
Comp & perks- Market-competitive compensation
- Health insurance
- Dental insurance
- Private pension plan
- Flexible benefits tailored to your needs
- Meal allowance
- Financial counseling
- Benefits and discounts club
- Home office allowance
- Mobility allowance
- Childcare allowance
- Life insurance
- Extended leave policies
- Support for sports, quality of life, and well-being
- Payroll-deducted loans at reduced interest rates