Sr. Associate, ADA Customer Accessibility Process Manager

Sr. Associate, ADA Customer Accessibility Process Manager

As a Senior Associate, Individual Contributor, on the Customer Process and Governance team within the Global Accessibility organization, you will be the key driver of the company’s enterprise-wide compliance and effectiveness for the Title III Americans with Disabilities Act (ADA) program.

This role requires a highly motivated, self-sufficient process professional with a consultative mindset. You must rapidly assimilate complex, global processes to hit the ground running and drive immediate, measurable impact. Your focus will be on process ownership, independent monitoring, advanced data analysis, and leading strategic process improvement initiatives to ensure enterprise-wide adherence to accessibility standards and procedures globally, with a direct line of sight to the customer experience.

• Own, lead, and monitor all ADA Title III & Global equivalent processes, ensuring enterprise-wide compliance, effectiveness, and alignment with established global standards and policies.
• Define and implement comprehensive monitoring plans for ADA accommodation adherence across various global business units.
• Maintain and update comprehensive process documentation (including flow diagrams and procedures), ensuring consistency across all ADA processes globally.
• Independently track, analyze, and resolve complex process breakdowns across the enterprise, signaling anomalies and trends, and escalating significant risks to leadership.
• Develop and drive project plans for process development and re-engineering initiatives, collaborating with global partners to ensure flawless execution and adoption.

• Manage and lead complex, escalated ADA accommodation and compliance case work, including in-depth assessment and communication with all internal and external stakeholders.
• Ensure appropriate workflows are followed and manage work in systems of records (Empath/JIRA/Manual).
• Conduct complex and escalated case work as needed.
• Communicate outcomes, integrate feedback, and manage all process changes with Legal and Compliance partners on high-risk issues.

• Proactively identify, lead, and drive the implementation of significant process improvements and efficiencies to mitigate risk and effectively resolve issues within the ADA Title III space on an enterprise level.
• Act as an internal consultant to partner teams, using your process expertise to identify and implement sustainable, repeatable, and scalable business practices.
• Drive the research and resolution of customer complaints associated with ADA instances, identifying root causes and implementing preventative measures company-wide.

• Collect, analyze, and measure process data to assess the effectiveness of business practices and compliance risk.
• Design, implement, and refine metrics to measure process efficiency and global effectiveness.
• Analyze, compile, and present data in meaningful formats for senior leadership, providing transparency and strategic insights into operational performance and customer experience.

A self-motivated individual contributor with a consultative mindset who can quickly assimilate complex enterprise-level ADA processes and independently drive results with minimal oversight.

Proven expertise in process improvement with a track record of driving change that results in demonstrable efficiency and resource savings.

Exceptional analytical skills and attention to detail, with the ability to manage multiple high-priority tasks and prioritize workflow effectively in a fast-paced environment.

Excellent written and verbal communication skills, with the ability to effectively influence and educate partners across the company, including executive-level communication.

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in Process Management, Risk, or Project management
• At least 2 years of experience in a financial or highly regulated industry
• At least 2 years of experience…