Senior Process Architect Manager

Job Summary

A company is looking for a Process Architect Senior Manager - Service Delivery Support.

Key Responsibilities

• Lead the design and optimization of service delivery processes to improve operational efficiency and scalability
• Develop and execute testing strategies for new service delivery processes and technology implementations
• Implement change management strategies and facilitate training initiatives for service support teams

Required Qualifications

• 8+ years of experience in process improvement initiatives in service delivery or customer support
• Bachelor's degree in Business Administration, Operations Management, or a related field
• Continuous Improvement Certification, preferably Lean Six Sigma or Lean Practitioner
• Experience in developing customer care processes to enhance satisfaction and loyalty
• Familiarity with customer support tools and systems, such as ServiceNow or Zendesk