Continuous Process Improvement Manager

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March 5, 2021
Austin, TX
Job Type


The role of Continuous Process Improvement Manager is a key role at Benefitfocus. Top priorities are focused on operational excellence and as such, the individual in this role will be critical to drive assigned projects across the organization with a keen eye in overall improvements that advance Benefitfocus’ market leadership. The emphasis of this role focuses on Customer Retention through service excellence and consistency in exceeding customer expectations. The individual is expected to recommend and develop best practices and drive deployment through influencing skills and collaboration. This is a highly visible role through Benefitfocus and requires high IQ and EQ to ensure success.


  • Manage multiple projects of large scope with high complexity
  • Complete several internal and external (customers, industry experts) discovery sessions to identify improvements needed to advance our market leadership
  • Evaluate opportunities using both quantitative and qualitative measures
  • Determine financial viability and funding for initiatives
  • Develop and maintain roadmap for deployment
  • Utilize industry and Benefitfocus best practices to ensure consistency
  • Communicate regularly with all associates including L3s and L2s on initiatives
  • Define change with roll=out plan including communication and measurement
  • Deploy changes with best practice change management techniques to ensure full adoption
  • Measure and monitor improvements versus targets
  • Develop and publish Scorecard to track efficiency and effectiveness


  • Process Improvement Experience required
  • Six Sigma Certification highly preferred
  • College degree required, graduate experience a plus
  • Apply a high degree of determination and accountability to all initiatives
  • Utilize a learner mindset to identify root causes of improvement opportunities
  • Deliver data-driven improvements with measurable results
  • Apply an outside-in approach by connecting with external customers and industry experts on every initiative
  • Balance urgency and importance to ensure all deadlines are met
  • Partner with internal colleagues on all initiatives in a manner that generates credibility and a positive brand for OpEx
  • Communicate up and down the hierarchy to gain buy-in and participation
  • Utilize video on all interactions when not in the office

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