Continuous Process Improvement Delivery Lead - GTT, LLC

Newark, NJ

Continuous Process Improvement Delivery Lead

Job Description

This role is responsible for delivering process optimization solutions primarily within Customer Care, but also across the company as needed.
Customer Care operations are spread over internal and outsourced partner contact centers, established across the world.
This is a highly process-focused and business-oriented role with a big emphasis on driving innovation for internal processes.
The ideal candidate is a passionate 'teacher' of Lean & Six Sigma (LSS) leadership, has a proven ability to positively influence a culture of continuous process improvement (CPI), and most importantly, has a proven track record of successfully implementing sustainable improvements that realize measurable business value.
You have the ability to quickly diagnose and prioritize areas requiring LSS focus and apply Kaizens to bring rapid change.
As an individual, you are an advocate for our product and passionate about listening to audio content.
You understand the complexities of a fast-paced, high-performing organization and can handle multiple, abstract projects while dealing with constant change.
You have a strong desire to achieve results and continuously raise the bar. Lastly, you have the ability to effectively manage time, priorities, and deliverables.

Key Expectations

Identify the highest value CPI projects, coordinate project teams, and drive completion of projects.
Execute CI programs by applying LSS tools such as DMAIC, Gemba, Kaizen, A3 thinking, Control Charts, Value Stream Mapping, 5S, Root Cause Analysis, Error Proofing, Visual Management, Poke-Yoke, and others.
Develop reporting and tracking mechanisms for CPI progress and opportunity identification.
Build strong internal partnerships with functional leaders to facilitate project identification and selection process.
Be the objective consultant for best practices in all functions, and motivate and instill a culture of CPI.
Embrace the People Principles.
Responsible for disseminating LSS leadership (including facilitating Lean workshops), developing and coaching CPI concepts and change management capabilities, and cultivating a CPI culture at our client.

Basic Qualifications

Minimum 5+ years of documented world-class LSS experience and 'hands-on' track record of implementing successful process improvements, including proven application of tools stated above
LSS Black Belt Accreditation with a documented CI portfolio
Practical experience in developing and teaching LSS principles through White/Yellow/Green Belt training
Strong negotiation, influence, collaboration, team facilitation, and influencing skills
Strong written and verbal skills
Proven track record of making data-driven decisions
Ability to effectively communicate and present with both executive management and frontline personnel
Ability to deal with ambiguity and constant change
Passionate about people and customers. You believe that a service can only be as good as its customers believe it to be.

Preferred Qualifications

Benefits:

About the Company:

Our client is a company whose entrepreneurial spirit with a team of pioneers and inventors who are not afraid to disrupt the status quo and apply an innovative approach to everything they do—from revolutionizing an art form to enacting positive change in the cities and countries in which we operate. As the largest producer of audiobooks in the world, they are passionate about well-composed words that are artfully performed. The company's consistent focus on technological innovation and superior programming has earned them many millions of habituated subscribers.
The company's People Principles celebrate who they are and where they have been, and guide the way they work shoulder to shoulder to enhance the lives of their millions of customers. They reflect and apply to everyone who works with our clients. The entrepreneurs and operators, the dreamers and the doers, those who have worked there for 20 years, and those who have arrived in the past few weeks and months.

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Source : GTT, LLC