Manager, Process Optimization

About the role

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 role identifies, manages, supports, and facilitates business process improvement activities designed to drive revenue, operational excellence, and best practices in safety, quality, training, and productivity. The end purpose is to improve key performance indicators.

Responsibilities

• 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, and execute projects to capture them.
• 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 summarized to the appropriate level (CEO, COO, RVPs, etc.).
• Actively design, deploy, and implement best practices and standardized processes.
• Build and deliver training materials to support standardized processes.
• Run self-directed improvement projects delivering value to the organization.