Role Overview

The Continuous Improvement (CI) Leader is responsible for driving process excellence and operational efficiency within the NAM Customer Care Center. This role plays a key part in supporting the CCC by identifying, leading, and sustaining continuous improvement initiatives aligned with company goals and quality standards. The CI Leader will collaborate cross-functionally to embed a culture of continuous improvement and deliver measurable business value.

Key Responsibilities\:

Strategic Planning\: Develop and execute a CCC (Customer Care Center) continuous improvement strategy aligned with our organizational objectives.Process Optimization\: Identify and prioritize improvement opportunities using Lean Six Sigma and other proven methodologies to enhance performance, reduce waste, and improve CX (Customer Experience).Cross-Functional Collaboration\: Partner with key stakeholders across departments (CX, Digital Transformation, Tech Support & Commercial Support) to ensure improvement initiatives are aligned, impactful, and sustainable.Change Management\: Lead the implementation of approved changes, ensuring robust execution and long-term sustainability of improvements.Coaching & Capability Building\: Mentor and coach the CCC operations teams to build a strong CI mindset and capability across the organization, fostering a culture of quality, accountability, and innovation.Why This Role is a Strategic Career MoveLeadership at Scale\: This role offers the opportunity to lead high-impact initiatives that directly shape the customer experience and operational excellence across the North America region.Executive Visibility\: Collaborate closely with senior leadership and cross-functional teams, gaining exposure and influence at a strategic level.Next-Level Growth\: Ideal for experienced managers ready to expand their scope and take on broader organizational responsibilities in a role that blends strategy, execution, and innovation.Autonomy & Innovation\: Drive change with the freedom to design and implement solutions that make a measurable difference, supported by a culture that values continuous improvement and data-driven decision-making.Regional Impact\: Operate in a regional context, allowing you to broaden your leadership experience beyond a single team or function.