iSixSigma

Manager, Process Improvement

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Brex
Published
March 5, 2021
Location
Salt Lake City, UT
Job Type

Description

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, product, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

What you’ll do

As Brex continues to diversify its product portfolio we will find ourselves operating in a more complex environment. The increased complexity has the potential to impact our ability to support our customers in an efficient and scalable way. The Manager, Process Improvement role sits within the Customer Experience team and will be focused on driving the continuous improvement of processes and cross-department workflows. They will work cross-functionally with the Customer Experience, Operations, Engineering, Product and Design (EPD) teams to optimize existing workflows and design future workflows with efficiency and scalability as foundational principles.

Responsibilities

    • Recruit and close the best people in the world for your team
    • Be a subject matter expert of the Brex product and the Customer Experience team
    • Sense out gaps in the customer experience, internal processes, the team member experience and then implement improvements/fixes
    • Manage and develop a team who will identify and execute process improvement opportunities
    • Liaise with other department stakeholders to support cross-team initiatives

Requirements

    • Bachelor’s degree or equivalent experience in a Business or STEM discipline
    • 2+ years in a Customer Experience/Support Management role
    • 2+ years of experience leading or taking a primary role in process improvement projects
    • Strong oral and written communication skills
    • Strong organization and prioritization skills

Bonus Points

    • Lean, Agile, or Six Sigma experience or certifications
  • Proficient with enterprise BI platforms (Looker preferred)

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