Manager, Business Process Expert Team; Customer Experience

Work Flexibility:
Hybrid

• Lead and develop the Business Process Expert team, fostering a culture of continuous improvement, innovation, and cross‑functional collaboration.
• Own and govern critical end‑to‑end OTC processes; develop process standards, documentation, KPIs, and governance models.
• Partner with senior Customer Experience leadership to define process strategy and roadmap aligned with business goals and upcoming technology capabilities.
• Drive process harmonization and simplification, ensuring consistency across regions, markets, and functions.
• Support large‑scale transformation programs, including ERP enhancements, digital solutions, automation, and data enablement initiatives.
• Identify opportunities for operational efficiency, automation, and performance improvement using data‑driven insights.
• Collaborate with IT and Product teams on system requirements, solution design, and change management.
• Ensure compliance with operational standards, internal controls, regulatory requirements, and best‑practice methodologies.
• Champion change management and help teams adopt new processes through training, communication, and engagement.

• Bachelor’s or Master’s degree in Supply Chain, Business Administration, Engineering, or a related field.
• 8+ years of experience in process management, supply chain operations, customer service, transformation, or a similar area.
• Proven experience leading teams and influencing stakeholders at multiple levels.
• Strong knowledge of process frameworks such as BPM, Lean, Six Sigma, or similar methodologies.
• Demonstrated ability to operate in complex, international environments.
• Experience working with ERP systems (SAP, Oracle, or similar) and/or digital process design tools.
• Exceptional problem‑solving, analytical thinking, and communication skills.
• A passion for simplifying complexity and enabling teams to work smarter.
• Fluent English.

Travel Percentage: 20%