SiteMinder logo
SiteMinder

The world's leading hotel distribution and revenue platform.

Global Process Excellence and Continuous Improvement Manager

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 2010H1B No SponsorCompany SiteLinkedIn

Location

India

Posted

52 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishPMPSQLTableau

Job Description

Global Process Excellence and Continuous Improvement Manager

SiteMinder

• Design end-to-end processes for all new product rollouts, features, or initiatives that impact customers – ensuring seamless customer experience and operational readiness before launch • Lead process improvement initiatives using Lean Six Sigma methodologies (DMAIC, Kaizen, PDCA) to optimize existing workflows • Map current and future state processes using Value Stream Mapping and BPMN to identify inefficiencies and bottlenecks • Conduct root cause analysis (5 Whys, Ishikawa, FMEA) to address systemic issues • Create and maintain comprehensive process documentation, SOPs, and workflow diagrams • Analyze support case data and operational metrics to identify improvement opportunities and quantify business impact • Build business cases for process changes using SQL, Excel, Power BI/Tableau, and statistical analysis tools • Leverage predictive analytics and AI/ML to forecast trends and proactively address issues • Establish baseline metrics and track post-implementation performance • Facilitate cross-functional workshops with agents, team leads, managers, and leadership to design and refine processes • Partner with Learning & Development to create training programs for new and revised processes when required • Collaborate with Global Support Operations to deliver ongoing briefings and enablement to frontline teams • Manage resistance through structured change management (ADKAR, Kotter) and effective communication strategies • Drive adoption and ensure sustained process adherence across teams • Proactively identify problem areas through ongoing monitoring, trend analysis, and frontline feedback • Conduct periodic process audits to ensure adherence and identify gaps or drift • Establish governance frameworks for process ownership, review cycles, and continuous iteration • Champion a culture of continuous improvement through coaching and methodology training • Stay current with emerging technologies (AI, automation, process mining) and industry best practices • Build, mentor, and manage a team of 1-2 Process Improvement Analysts • Set priorities, allocate resources, and manage multiple improvement projects simultaneously • Connect process improvements to business outcomes (customer satisfaction, cost optimization, scalability) • Present findings, recommendations, and ROI projections to senior leadership • Contribute to long-term strategic planning for Global Support transformation

Job Requirements

  • Bachelor's degree in Engineering, Operations Management, Business Administration, Industrial Engineering, or related field
  • Lean Six Sigma Black Belt certification (mandatory)
  • Project Management Professional (PMP) or equivalent project management certification (highly preferred)
  • Change Management certification (Prosci, Kotter, or similar) is a plus
  • 5-7+ years of experience in process improvement, operational excellence, or continuous improvement roles
  • 2+ years in a leadership or team management capacity
  • Strong background in hospitality industry, customer support, customer service, or BPO operations (highly preferred)
  • Demonstrated success leading cross-functional process improvement initiatives with measurable business impact
  • Experience implementing change management strategies in fast-paced, dynamic environments

Benefits

  • Mental health and well-being initiatives
  • Generous parental (including secondary) leave policy
  • Flexibility to work in a Hybrid model (2-3 days in-office)
  • Paid birthday, study and volunteering leave every year
  • Sponsored social clubs, team events, and celebrations
  • Employee Resource Groups (ERG) to help you connect and get involved
  • Investment in your personal growth offering training for your advancement

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