Continuous Improvement Manager

The Manager of Continuous Improvement will lead process optimization and operational excellence efforts within the organization. This role focuses on identifying and implementing improvements to drive efficiency, consistency, and customer satisfaction.

A key part of the role includes building and maintaining robust process documentation, implementing a scalable Knowledge Management System (KMS), and supporting the development of tools. This role will also work closely with the teams to ensure all process updates are reflected in onboarding and ongoing education.

The CI Manager will collaborate cross-functionally to embed continuous improvement practices across the organization, while mentoring frontline leadership on Lean tools and data‑driven decision making.

CORE FUNCTIONS

• Identify, prioritize, and drive high‑impact projects focused on improving workflows, reducing inefficiencies, and enhancing the customer experience.
• Apply structured problem‑solving approaches to support process improvements, consistency, and long‑term operational effectiveness.
• Develop and Maintain Process Documentation
• Create and maintain accurate, accessible documentation for processes.
• Partner with operations and training teams to ensure documents are current, aligned with SOPs, and usable for frontline teams.
• Build and Manage a Knowledge Management System (KMS)
• Design and oversee the implementation of a centralized KMS to support self‑service, reduce training gaps, and drive consistent support experiences.
• Ensure knowledge articles align with standardized processes and are fully integrated into the CRM.
• Collaborate with cross‑functional teams to improve agent workflows and content accessibility within CRM.
• Recommend and implement CRM enhancements to improve efficiency and accuracy in case handling.
• Support the Training Team
• Work closely with the Training team to align on process changes, knowledge needs, and training gaps.
• Ensure all new or updated processes are reflected in training materials and delivered effectively to new and existing agents.
• Standardize Performance Management and Operational Routines
• Reinforce existing Leader Standard Work by maintaining visual dashboards and real‑time reporting tools that promote daily accountability.
• Coach and Train on CI Tools
• Train frontline leaders and supervisors on effective problem‑solving techniques and continuous improvement practices to support operational excellence.
• Promote a continuous improvement mindset across all levels of the support organization.
• Measure and Report Outcomes
• Track project performance and report out on cost savings, efficiency improvements, and customer impact.
• Maintain a feedback loop with leadership to ensure sustained adoption of improvements.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• Bachelor’s degree in Business, Operations, or related field required.
• 7+ years of experience in operations or continuous improvement.
• 3+ years of experience driving process improvement and operational efficiency using structured problem‑solving approaches (formal certification a plus).
• Strong experience collaborating with Training, Ops, and Tech teams to deliver scalable change.

Skills, Abilities, and Knowledge

• In‑depth knowledge of contact center performance metrics (AHT, CSAT, SLA, etc.) and improvement levers.
• Strong documentation skills and attention to detail in standardizing complex processes.
• Excellent communication and cross‑functional collaboration skills.
• Proficiency in Microsoft Office, project management tools, and BI/reporting platforms (Power BI, Tableau).
• Strong analytical and problem‑solving skills, with the ability to turn insights into actions.

Travel

Limited travel required; ability to travel 15%.

• Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Synthesizes complex or diverse information;
  Collects and researches data;
  Uses intuition and experience to complement data;
  Designs workflows and procedures.
• Works within approved budget;
  Develops and implements cost‑saving measures;
  Contributes to profits and revenue;
  Conserve…