R244306 Principal Associate, Process Manager - Client Engagement & Issue Resolution

Key Responsibilities

• Sift through customer emails and ServiceNow tickets to proactively flag potential complaints and systemic issues within the payments ecosystem.
• Devise, build, or utilize AI automation flows to streamline intake and deep root cause analysis process.
• Perform hands-on remediation work and drive comprehensive forward-moving plans.
• Engage in active discussions with cross-functional stakeholders to negotiate the best possible outcomes for the business and the customer.
• Access and analyze complaint data to glean actionable insights.
• Drive process enhancements and make continuous, incremental improvements to the customer payment experience.
• Audit and evaluate current client engagement and intake tools.
• Design and implement improvements to how engagements and complaints are logged to ensure data accuracy, transparency, and operational efficiency.
• Lead and own the oversight of process improvement work.
• Develop and maintain formal process documentation, including procedures and process flow diagrams.
• Act as a subject matter expert, effectively partnering with project customers to clarify needs and provide appropriate solutions.

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years of experience in Project Management, Process Management, or Process Engineering, including experience in data analysis
• At least 3 years of experience in complaint resolution, issue remediation, or operational risk mitigation
• At least 2 years of experience with the payments ecosystem and customer payment experience
• Bachelor's degree in Business, Operations, or a related field, or equivalent military experience
• Certification in Lean, Agile, Six Sigma, Business Process Management, or Project Management
• Experience utilizing ServiceNow, GRC applications, or similar enterprise workflow/risk tools, and constructing quantified business business cases (including ROl/financial impact) or performing root-cause analysis
• Experience building or utilizing Al automation tools, such as Google Gemini, for workflow optimization or data analysis