Manager, Process Optimization

Overview In this role you will lead a culture of continuous process improvement across the sleep resupply business, focusing on revenue, operations, safety, quality, and productivity. You will act as an internal consultant to boost call center revenue, profitability, and customer experience, identifying opportunities and driving cross-functional projects. You will design and standardize processes, build training materials, and deliver self-directed improvement initiatives. This is a data-driven, impact-focused position that partners with executive leadership to lift KPIs and value. Responsibilities Identify and scope call center improvement opportunities and lead projects to capture value Collaborate with business leaders to nurture a continuous improvement culture across functions Challenge direction, prioritization, and delivery of activities to raise performance Develop executive-ready presentations for leaders (CEO, COO, RVPs)Design and deploy best practices, standard processes, and training materials Run self-directed improvement projects that deliver measurable value Key requirements Lean tools and techniques training (preferred)Experience as a change manager Experience with call center productivity metrics (preferred)Proficient in Excel, Visio, Power Point Experience with Tableau (preferred)Strong interpersonal communication skills 3+ years leadership experience (preferred)3+ years in Process Management/Process Improvement/Continuous Improvement/Project Managementinterpersonal communicationchange managementcross-functional collaboration Lean tools and techniques Excel Visio