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 works with Operations, Workforce Management and Technology teams to reduce avoidable demand and improve customer, employee and operational experience.

Key responsibilities

• Lead the process optimization strategy, roadmap and governance framework for Contact Center Operations.
• Drive end-to-end process improvement initiatives that improve efficiency, customer experience, quality and employee experience.
• Analyze contact drivers, operational trends and customer insights to address root causes and reduce avoidable demand.
• Lead innovation initiatives using AI, automation and self-service in partnership 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.
• Hybrid eligible (some remote work, travel to site at least 1 day per week); must be legally authorized to work in the country of employment without sponsorship.

Required skills

• NICE CXone, CRM platforms, knowledge management tools or other contact center technologies (additional)
• Change management, organizational transformation, AI, automation or process optimization experience (additional)
• Lean Six Sigma certification or equivalent continuous improvement training (additional)