Manager, Process Optimization

The Manager of Process Optimization is responsible for championing and developing a sustainable culture of continuous process improvement in all areas of the sleep resupply business.  This employee will identify, manage, support, and facilitate business process improvement activities designed to drive revenue, operational excellence, and best practice in safety, quality, training, and productivity.  The end-purpose of this position is to improve the real result of key performance indicators.

• Serve as an internal consulting leader to improve call center revenue, profitability, and customer experience
• Proactively identify opportunities for the call center and scope/launch/execute projects to capture the opportunities
• Work collaboratively with business leaders to lead and develop a continuous improvement culture
• Support and challenge the status-quo in direction setting, prioritization, and delivery of activities across call center functions
• Develop presentations that are summarized to the appropriate level (CEO, COO, RVPs, etc.)
• Actively design, deploy, and implement best practices and standardized processes, as well as build and deliver training materials to support these standard processes
• Run self-directed improvement projects delivering value to the organization

Qualifications

• Trained in Lean tools and techniques, preferred
• Experience as a change manager
• Experience with call center productivity metrics, preferred
• Must be proficient in Excel, Visio, PowerPoint
• Experience with Tableau, preferred
• Must have good interpersonal communication skills

Education And Experience:

• B.A. or B.S. Degree required
• 3+ years leadership experience preferred
• 3+ years working in Process Management/Process Improvement/Continuous Improvement/Project Management