Business Process Optimization Leader - Contact Center

About the role

Solventum is hiring a Business Process Optimization Leader for its Contact Center Operations. The role leads the process optimization strategy, roadmap and governance framework, drives end-to-end process improvement and develops the Process Optimization team. It is a hybrid position, with at least one day of travel to the site per week.

Key responsibilities

• Lead the process optimization strategy, roadmap and governance framework for Contact Center Operations.
• Drive end-to-end process improvement initiatives that improve operational efficiency, customer experience, quality and employee experience.
• Analyze contact drivers, operational trends and customer insights to optimize demand and reduce avoidable demand.
• Lead innovation initiatives using AI, automation and self-service, working with Operations, Workforce Management and Technology teams.
• Lead and develop the Process Optimization team and foster a culture of continuous improvement.

Required profile

• Bachelor's degree or higher and at least 5 years of experience in process improvement, operations, customer experience, contact center operations or related functions.
• At least 2 years of leadership experience leading teams, projects or operational initiatives.
• Experience leading cross-functional process improvement initiatives and building governance frameworks.
• Experience in customer service and/or technical support operations.
• Ability to use data and analytics to drive operational and process improvements.
• Legally authorized to work in the country of employment without sponsorship.

Required skills

• Preferred: contact center operations, quality, training or operations support leadership experience.
• Preferred: experience with NICE CXone, CRM platforms, knowledge management tools or other contact center technologies.
• Preferred: change management, organizational transformation, AI, automation or process optimization experience.
• Preferred: Lean Six Sigma certification or equivalent continuous improvement training.
• Strong capabilities in operational excellence, talent development, quality, compliance and stakeholder management.