Role Overview

The Continuous Improvement (CI) Leader is responsible for driving process excellence and operational efficiency within the NAM Customer Care Center. This role plays a key part in supporting the CCC by identifying, leading, and sustaining continuous improvement initiatives aligned with company goals and quality standards. The CI Leader will collaborate cross-functionally to embed a culture of continuous improvement and deliver measurable business value.

Key Responsibilities:

• Strategic Planning: Develop and execute a CCC (Customer Care Center) continuous improvement strategy aligned with our organizational objectives.
• Process Optimization: Identify and prioritize improvement opportunities using Lean Six Sigma and other proven methodologies to enhance performance, reduce waste, and improve CX (Customer Experience).
• Cross-Functional Collaboration: Partner with key stakeholders across departments (CX, Digital Transformation, Tech Support & Commercial Support) to ensure improvement initiatives are aligned, impactful, and sustainable.
• Change Management: Lead the implementation of approved changes, ensuring robust execution and long-term sustainability of improvements.
• Coaching & Capability Building: Mentor and coach the CCC operations teams to build a strong CI mindset and capability across the organization, fostering a culture of quality, accountability, and innovation.

Why This Role is a Strategic Career Move

• Leadership at Scale: This role offers the opportunity to lead high-impact initiatives that directly shape the customer experience and operational excellence across the North America region.
• Executive Visibility: Collaborate closely with senior leadership and cross-functional teams, gaining exposure and influence at a strategic level.
• Next-Level Growth: Ideal for experienced managers ready to expand their scope and take on broader organizational responsibilities in a role that blends strategy, execution, and innovation.
• Autonomy & Innovation: Drive change with the freedom to design and implement solutions that make a measurable difference, supported by a culture that values continuous improvement and data-driven decision-making.
• Regional Impact: Operate in a regional context, allowing you to broaden your leadership experience beyond a single team or function.

Qualifications

We believe in the power of diversity and inclusion, and we know skills show up in many ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position. Your unique perspectives and experiences will enrich our team and contribute to our success.

This job might be for you if you have:

• Bachelor's degree in an Engineering field.
• Certification in Lean Six Sigma (Green Belt required, Black Belt preferred).
• Proven experience in leading CI initiatives in a service or operations environment
• Strong analytical, problem-solving, and project management skills
• Positive attitude, intellectually curious with a passion to learn.
• Excellent communication and stakeholder engagement abilities
• Demonstrated negotiation skills to drive initiatives and achieve desired outcomes.
• Capabilities to manage parallel projects and prioritize tasks efficiently.
• Self-directed and "Agile" mindset.
• Speak, read, and write English fluently.

We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company.

Schedule: Full-time
Req: 009FHN