Customer Fulfillment Business Process Lead- Boise, ID

Summary

The primary role of the Business Process Manager will be to evaluate, oversee and make improvements to current business processes. The position will be heavily focused on continuous process optimization, system implementations and enhancements, and project oversight. This role will work closely with all areas of the business.  This role requires understanding of the business, organizational skills and leadership as demonstrated by the ability to influence and lead within a rapidly evolving and cross-functional environment. 

The Business Process Manager will be responsible for evaluating existing business processes and associated systems, create documentation outlining process and/or system improvements, manage improvement teams and implementation processes, conduct ongoing analysis, and continually help to update department procedures and policies. 

This role will also act as the main Subject Matter Expert (SME) for large scale system implementations and enhancements, representing all Customer & Sales Service perspectives.  This position will be in constant contact with leaders at all levels and across all functional areas. Knowledge of diverse business processes is preferred. Communication, organizational skills, detail oriented, critical thinking, problem solving, time management and ability to manage multiple initiatives are key competencies for this position. 
 

Key Responsibilities

Evaluate Existing Business Processes 
To complete this main duty, the Business Process Manager will break down various business processes with flowcharts, manuals and other documentation outlining current practices. Work to get the big picture by assembling this data and studying ways to make improvements to one or many steps to increase productivity, reduce costs, improve time management or make needed changes to other aspects of the process and/or system.
Manage Improvement Teams and Implementation Processes

Oversee the process improvement implementation process by working with managers, team members and other employees to ensure that the plan is clear and can be applied quickly and efficiently. Process Managers might often be involved in training staff in these changes. Writing documents that explain changes and how to implement them are other main duties of this role. Once all data has been collected, Process Manager write step-by-step instructions on how to change processes in a way that all those involved in the process can understand.
Conduct Ongoing Analyses
Once changes have been implemented, Process Managers continue to monitor and assess various processes to ensure that they are producing the desired outcomes. They will make changes to steps in each process as needed to adjust improvements to reflect better results in production, cost reduction and other targeted outcomes.
Update Department Procedures and Policies
Changes made to many business processes often involve the re-writing of departmental procedures and policies and Process Managers typically assist in this area. Process Managers ensure that all employees are familiar with relevant procedural changes and oversee the training of staff and creation of documents addressing new procedures and policies.

Serve as SME for System Implementations and Enhancements
Effectively represent Customer & Sales Service on a broad range of system implementations keeping in mind organizational structure, process, and overall strategy. This will be done through series of workshops, interviews, and cross-functional teams. The Business Process Manager will be advocate for department ensuring we receive solutions that are agile and robust, but speaking up when customizations may be absolutely necessary.
 

Typical Education

• Bachelor’s degree (BA/BS or equivalent)

Relevant Experience

• 5 to 8 years of relevent experience 

Required Certifications

Preferred not required:

• PMP (Project Management Professional)
• PMI (Project Management Institute) 
• Lean Six Sigma

Other Information

• Develop and design documents including training manuals, process outlines, flowcharts and implementation procedures.
• Monitor internal controls and make recommendations as needed.
• Reduce process errors, improve process results and save costs
• Determine and define project scope and objectives, coordinate teams and train staff as needed
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner
• Develop and manage a detailed project schedule and work plan
• Provide updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
• Break down various business processes with flowcharts, manuals and other documentation outlining current practices
• Utilize industry best practices, techniques, and standards throughout entire execution
• Oversee the process improvement implementation process by working with managers, team members and other employees to ensure that the plan is clear and can be applied quickly and efficiently
• Monitor progress and make adjustments as needed
• Measure project performance to identify areas for improvement
• Changes made to many business processes often involve the re-writing of departmental procedures and policies and Process Managers typically assist in this area. Process Managers ensure that all employees are familiar with relevant procedural changes and oversee the training of staff and creation of documents addressing new procedures and policies.