Continuous Improvement Manager

POSITION SUMMARY

The Manager of Continuous Improvement will lead process optimization and operational excellence efforts within the organization. This role focuses on identifying and implementing improvements to drive efficiency, consistency, and customer satisfaction.

A key part of the role includes building and maintaining robust process documentation, implementing a scalable Knowledge Management System (KMS), and supporting the development of tools. This role will also work closely with the teams to ensure all process updates are reflected in onboarding and ongoing education.

The CI Manager will collaborate cross-functionally to embed continuous improvement practices across the organization, while mentoring frontline leadership on Lean tools and data-driven decision making.

CORE FUNCTIONS

Lead Continuous Improvement Initiatives

Identify, prioritize, and drive high-impact projects focused on improving workflows, reducing inefficiencies, and enhancing the customer experience.

Apply structured problem-solving approaches to support process improvements, consistency, and long-term operational effectiveness.

Develop and Maintain Process Documentation

Create and maintain accurate, accessible documentation for processes.

Partner with operations and training teams to ensure documents are current, aligned with SOPs, and usable for frontline teams.

Build and Manage a Knowledge Management System (KMS)

Design and oversee the implementation of a centralized KMS to support self-service, reduce training gaps, and drive consistent support experiences.

Ensure knowledge articles align with standardized processes and are fully integrated into the CRM.

Support CRM Optimization (Kustomer)

Collaborate with cross-functional teams to improve agent workflows and content accessibility within CRM.

Recommend and implement CRM enhancements to improve efficiency and accuracy in case handling.

Support the Training Team

Work closely with the Training team to align on process changes, knowledge needs, and training gaps.

Ensure all new or updated processes are reflected in training materials and delivered effectively to new and existing agents.

Standardize Performance Management and Operational Routines

Reinforce existing Leader Standard Work by maintaining visual dashboards and real-time reporting tools that promote daily accountability.

Coach and Train on CI Tools

Train frontline leaders and supervisors on effective problem-solving techniques and continuous improvement practices to support operational excellence.

Promote a continuous improvement mindset across all levels of the support organization.

Measure and Report Outcomes

Track project performance and report out on cost savings, efficiency improvements, and customer impact.

Maintain a feedback loop with leadership to ensure sustained adoption of improvements.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

· Bachelor’s degree in Business, Operations, or related field required.

· 7+ years of experience in operations or continuous improvement.

· 3+ years of experience driving process improvement and operational efficiency using structured problem-solving approaches (formal certification a plus).

· Strong experience collaborating with Training, Ops, and Tech teams to deliver scalable change.

Required Licenses

· None.

Skills, Abilities, and Knowledge

· In-depth knowledge of contact center performance metrics (AHT, CSAT, SLA, etc.) and improvement levers.

· Strong documentation skills and attention to detail in standardizing complex processes.

· Excellent communication and cross-functional collaboration skills.

· Proficiency in Microsoft Office, project management tools, and BI/reporting platforms (Power BI, Tableau).

· Strong analytical and problem-solving skills, with the ability to turn insights into actions.

Travel

· Limited travel required; ability to travel 15%.

COMPETENCIES

· – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

· – Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

· – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

· – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

· – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

· – Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.

· – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

· – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

SUPERVISOR RESPONSIBILITIES

· Individual Contributor (Manager-Level Scope): Operates with a high level of autonomy and strategic influence. While this role does not have direct reports, it is responsible for leading cross-functional initiatives, driving process improvements, and partnering with leaders across departments to achieve business objectives.

PHYSICAL REQUIREMENTS

· This position is subject to Light Work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls require exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.

Physical Activities

· This position is subject to the following physical activities: reaching, standing, walking, balancing, talking, hearing, and some lifting.

Visual Acuity

· The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; and/or using measurement devices.

Working Conditions

· The worker is subject to inside and outside environmental conditions, including heat, noise, vibration, and hazards from a distribution-based environment.