Assoc Mgr Business Process & Service Quality

Job Overview

This role is a skilled SME who manages and optimizes processes and service quality across a defined set of teams or functions. It leads end‑to‑end analysis and redesign of processes within its scope, executing improvement initiatives that enhance efficiency, reduce waste, and improve customer outcomes. The role applies established process and quality methods, adapting them to local needs and constraints. It works largely independently under limited guidance, collaborating with peers and stakeholders to deliver tangible operational improvements.

• Execute Process Analysis – The role maps current state processes in detail, including steps, systems, handoffs, and failure points, identifying inefficiencies such as redundant steps or unclear decision points.
• Design Process Improvements – The role designs future state flows that simplify work and improve clarity, documenting process changes and implementation requirements.
• Analyze Performance Data – The role analyzes performance data to identify trends and root causes, preparing findings and recommendations to support decision‑making.
• Support Implementation – The role supports implementation of process changes within assigned areas, coordinating activities and monitoring adoption.
• Maintain Documentation – The role maintains process documentation and updates records as changes occur, ensuring documentation is accurate and accessible.

• Process Management
• Business Process Modeling
• Quality Management
• Root Cause Analysis
• Relationship Management

3+ years of relevant experience.

The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.

The Hershey Company is an Equal Opportunity Employer – Minority/Female/Disabled/Protected Veterans. You may request a reasonable accommodation if you are unable or limited in your ability to use or access our online application process as a result of a disability.

Phone or email accommodation requests may be made by calling +1 877‑804‑1794 and leaving a voicemail with your contact information, or by emailing  with the subject line "Accommodation Needed".