Lead, Digital Process Transformation

As the Lead of Digital Process Transformation, you are the architect of efficiency for the U.S. Operations team. You will bridge the gap between high-level data strategy and ground-level execution. Your goal is to take identified savings opportunities and design the processes required to realize them, with a focus on Digital-First approach. You don't just map workflows; you engineer the future of how our Field and Contact Center teams operate.

Key Responsibilities

• Design for Impact: Apply Lean Six Sigma methodologies to design and re-design end-to-end operational processes, with a heavy focus on Lean Digital (AI-human handoffs, automation, and data flow).
• The Blueprint Provider: Deliver "Ready-to-Execute" process packages for U.S. Field and Contact Center teams, ensuring every solution is seamless, risk-mitigated, and measurable.
• Value Realization: Partner with Data Translators to validate the mathematical rigor of new processes and ensure they are capable of delivering additional financial efficiencies.
• Cross-functional influencer: Act as a strategic advisor to Project Managers, Product Manager and Global Product teams, using data-backed logic to influence product roadmaps and operational shifts.
• Gemba Advocacy: Travel quarterly to U.S. and Mexico sites to observe "the work" firsthand, ensuring designs are grounded in the reality of end-user experience.