Manager, Process Optimization

Position Summary

The Manager, Process Optimization, role is responsible for driving measurable, data-driven improvements in operational performance across end-to-end business processes. This role operates at a program level, aligning business objectives with end-to-end value stream performance, and ensuring delivery of measurable outcomes including cost efficiency, service excellence, capacity optimization, and risk reduction.

This role integrates Lean Six Sigma, BPM, advanced analytics, and automation strategies to enable scalable, sustainable performance improvements across the enterprise. This role serves as a strategic advisor and delivers execution to senior leadership, driving alignment across businesses and functional teams.

• Define and govern enterprise performance frameworks with standardized KPIs (i.e. AHT, cycle time, throughput, WIP, capacity utilization), while actively analyzing performance data to identify trends, bottlenecks, and improvement opportunities.
• Own a portfolio of Lean Six Sigma and transformation programs aligned to enterprise priorities, while directly leading and executing high-impact initiatives as needed.
• Establish standards for process architecture, mapping, and future-state design, and facilitate working sessions to document current-state processes and define actionable improvement roadmaps.
• Conduct capacity and demand analysis to identify bottlenecks, imbalance, and utilization risks across operational workflows.
• Lead Lean Six Sigma-based improvement initiatives, including root cause analysis, waste identification, and solution design.
• Quantify operational impacts and benefits, including productivity gains, cost avoidance, service-level improvement, and risk reduction.
• Partner with Process Owners and business leaders to identify, evaluate, and prioritize improvement opportunities based on value, feasibility, and risk.
• Partner with business, technology, and delivery teams to ensure recommended improvements are successfully implemented and deliver measurable operational value
• Validate and communicate post-implementation benefits, ensuring operational improvements achieve intended business outcomes and identifying opportunities for continuous optimization when expected results are not realized.
• Define and deliver executive dashboards and performance reporting, while monitoring results to ensure sustained improvements and accountability.
• Serve as a subject matter expert and provide coaching when needed in continuous improvement, flow optimization, and operational performance management.

• Bachelor’s degree or equivalent professional experience

• Lean Six Sigma Black Belt preferred
• PMP or equivalent project management experience preferred

• 10-15+ years of progressive experience in operational excellence, business transformation, or enterprise process management, with a proven track record leading large-scale, cross-functional programs that deliver measurable financial and operational impact.
• Demonstrated expertise in continuous process improvement methodologies (i.e. Lean Six Sigma) with the ability to apply these principles both strategically and hands-on to drive sustainable improvements across complex, cross-functional operational environments while aligning initiatives to enterprise business objectives.
• Strong analytical capability with hands-on experience analyzing and optimizing key performance metrics, including AHT, queue time, cycle time, throughput, capacity planning, and enterprise operational data to identify systemic bottlenecks, improve end-to-end process flow, and support strategic business decision-making.
• Proven ability to partner and influence executive leadership, business…