Manager, Process Strategy, Design and Transformation

Description

Job Overview

The Process Strategy, Transformation and Design Manager is a leader responsible for designing and executing complex, cross-functional transformation programs that improve end-to-end business processes, embed new technologies, and deliver measurable business outcomes. This role sets a clear north star vision and leads teams from early ideation through full execution and implementation.

This leader applies Design Thinking, structured project/program management, and Operational Excellence/Lean Six Sigma frameworks to solve complex problems, streamline processes, and drive continuous improvement. They serve as a change agent for integrating new technologies (automation, analytics, AI, enterprise platforms) into business operations, ensuring solutions are grounded in Voice of the Customer (VoC) and adopted at scale through robust enterprise change management practices.

Key Responsibilities

1. Process Transformation & Continuous Improvement

• Lead discovery, assessment, and end-to-end mapping of current-state processes, including pain points, hand-offs, controls, and technology touchpoints.
• Use Design Thinking and Operational Excellence / Lean Six Sigma methods (e.g., SIPOC, value stream mapping, root-cause analysis, DMAIC) to redesign processes that improve quality, cycle time, user experience, and cost to serve.
• Design and implement future-state process designs, including standard work, performance measures, and control plans to sustain improvements.
• Identify and prioritize a portfolio of improvement opportunities, balancing quick wins with larger, multi-year transformation initiatives.
• Establish and track KPIs and dashboards to objectively assess process performance, health, and value realization (e.g., efficiency, quality, customer satisfaction, risk, financial impact).

• Operate as a thought leader, setting direction for complex, cross-functional programs and influencing senior and executive leaders on strategy, priorities, and trade-offs.
• Lead and develop high-performing teams and matrixed workstreams (business, IT, data/analytics, operations), ensuring clarity of roles, outcomes, and decision-rights.
• Build strong relationships with executive sponsors, functional leaders, and external partners, using data-driven storytelling and executive-ready communications to secure alignment and support.
• Model a culture of continuous improvement, experimentation, and innovation, encouraging teams to challenge the status quo and bring forward new ideas.

• Translate business strategies and pain points into technology-enabled solutions (e.g., workflow platforms, automation, analytics/AI, identity and access capabilities, ERP/enterprise platforms) that improve end-to-end processes and controls.
• Partner with IT, data, and security teams to shape solution roadmaps, requirements, and implementation plans that are feasible, compliant, and scalable.
• Ensure that technology changes are fully integrated into operating models: governance, roles, SLAs, procedures, training, and support models.
• Identify opportunities to leverage automation, analytics, and AI to create new insights and eliminate manual effort; champion data-driven decision making across stakeholders.

• Define scope, success metrics, governance, and integrated project plans (milestones, dependencies, risks, resources, communications) aligned with enterprise delivery frameworks
• Proactively identify and manage risks, issues, and interdependencies of projects and milestones.
• Communicate and drive timely decisions and course corrections with senior stakeholders.
• Ensure consistent, high-quality status reporting and transparency of progress, decisions, and value realization to all levels of the organization.
• Lead smooth transition from project phase to run-state ownership, including hand-offs to operations and establishing governance routines.

• Design and execute enterprise change management strategies (e.g., stakeholder analysis, readiness, communications, training, adoption measurement) that minimize disruption and accelerate sustainable behavior change.
• Use structured Voice of the Customer (VoC) techniques (interviews, empathy mapping, surveys, journey mapping, feedback analytics) to shape problem framing, solution design, and prioritization.
• Develop targeted communications, learning content, and adoption campaigns tailored to different audiences (executives, managers, end-users, external partners).

• Bachelor's degree in business, engineering, information systems, related field, or equivalent experience in transformation, program management, or Operational Excellence.

• 8+ years of progressive experience in process transformation, program/project management, Operational Excellence/Lean Six Sigma, or related disciplines, with clear evidence of delivering measurable business outcomes.
• Proven track record of delivering end-to-end initiatives using Project/Program Management methodologies, and Operational Excellence/Lean Six Sigma frameworks (e.g., DMAIC, value stream mapping, Kaizen events).
• Demonstrated experience taking initiatives from ideation through full execution and sustainment, including strategy definition, roadmap development, delivery, and value realization.
• Significant experience integrating technology solutions (enterprise platforms, workflow/automation, analytics/AI/controls) into business processes and operating models.
• Hands-on experience designing and executing change management for large-scale programs.
• Demonstrated ability to design solutions and prioritize roadmaps based on Voice of the Customer and user insights (interviews, workshops, journey mapping, feedback loops).

• Strategic and systematic thinker who can connect the dots across processes, data, technology, and organizational structures to define a compelling north star vision and pragmatic execution roadmap.
• Strong program and project management skills: scoping, planning, risk management, dependency management, financial/benefits tracking, and governance for complex cross-functional initiatives.
• Advanced problem-solving and analytical skills; able to synthesize qualitative and quantitative data, build business cases, and tell a clear, data-driven story to senior leaders.
• Deep familiarity with Operational Excellence / Lean / Six Sigma tools and concepts (e.g., DMAIC, Kaizen, control plans, standard work) and how to apply them in service and knowledge-work environments.
• Excellent communication and facilitation skills, including leading workshops, executive updates, and cross-functional forums; able to translate complex concepts for both technical and non-technical audiences.
• Strong influence and relationship-building skills; able to lead through others, navigate ambiguity, and drive alignment without direct authority.

• Master's degree in business administration, engineering, or related field, or equivalent experience in large-scale transformation leadership.
• Formal certifications in Project/Program Management (e.g., PMP, PgMP, Agile) and Operational Excellence / Lean Six Sigma (e.g., Green/Black Belt).
• Certification or formal training in change management (e.g., Prosci/ADKAR) and/or Design Thinking / Human-Centered Design.
• Demonstrated Experience in Enterprise or Functional Transformation Manager / Program Manager / Operational Excellence Leader roles within a large, complex organization.
• 5+ years leading teams and/or complex cross-functional initiatives at an enterprise scale, operating at a managerial level scope.