Job Description

As our Senior Continuous Improvement Lead, you'll be at the forefront of enhancing customer experience and bolstering retention rates, while streamlining our order-to-cash processes. In this pivotal role, you'll drive transformative change across our organization, leveraging your expertise in continuous improvement methodologies and your keen insight into customer-centric strategies. The Senior Continuous Improvement Lead will leverage PMP best practices and set the standard for other project leaders by leading key Operational Excellence projects focused on improving product and process quality as well as business, warehouse, and back-office process efficiency improvements. The Senior Continuous Improvement Lead will also coach and mentor other Operational Excellence project leaders whether they are directly reporting to the Manager or embedded in the various businesses of Quantix.

Job Responsibilities

Process Optimization:

• Identify inefficiencies and bottlenecks and implement solutions to improve overall effectiveness and efficiency.
• Reviewing the end-to-end customer journey to identify friction points and areas for improvement.
• Collaborating with cross-functional teams to implement process improvements, such as automating manual tasks or redesigning workflows.
• Conducting regular reviews and audits of existing processes to ensure alignment with business objectives and customer needs.

Data-Driven Insights:

• Analyzing customer feedback, survey responses, and support ticket data to identify common pain points and opportunities for improvement.
• Mining transactional data to identify trends and patterns related to order placement, payment processing, and fulfillment.
• Using predictive modeling and segmentation techniques to identify high-value customer segments and tailor retention strategies accordingly.
• Monitoring key metrics and performance indicators to evaluate the impact of experimental initiatives and iterate based on results.

Cross-Functional Collaboration:

• Facilitating regular meetings and workshops with stakeholders from marketing, sales, finance, operations, and customer support to share insights and gather feedback.
• Coordinating cross-functional projects and initiatives to address complex challenges that span multiple departments, such as improving the end-to-end customer experience.
• Acting as a liaison between different teams to ensure that process changes and improvements are effectively communicated and implemented.
• Serve as a catalyst for change, rallying stakeholders at all levels to embrace and champion initiatives that enhance customer satisfaction and operational excellence.

Requirements

Requirements

Required Qualifications:

• Bachelor’s degree in a relevant area to this job description
• Extensive knowledge of business process improvement and project management initiatives, tools, and processes
• 5 years of experience with customer experience improvement (10 years preferred)
• Black Belt certification through ASQ, prior employer or other certification body
• PMP and/or Agile certification
• Demonstrable proficiency in software tools like MS Office to lead large, dispersed teams through project execution.
• Excellent written and verbal communication skills
• Must be willing and able to travel up to 35% of the time to collaborate with cross-functional teams, attend meetings, and participate in industry events.

Preferred Qualifications:

• Master's degree in business administration, marketing, finance, or a related field, demonstrating advanced knowledge and expertise in strategic management and process optimization.
• Experience with customer relationship management (CRM) systems, enterprise resource planning (ERP) software, and other relevant technology platforms used in managing customer interactions and order processing.
• Proficiency in data analytics tools and techniques, such as SQL, Python, or R, enabling advanced data analysis and modeling capabilities to derive actionable insights from complex datasets.

Abilities Required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.

While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.