Business Program Manager - Continuous Improvement Director

The Continuous Improvement (CI) Lead is responsible for identifying, designing, and driving end-to-end improvements across business processes, enabling scale, efficiency, and better customer outcomes. This role partners closely with business leaders, delivery teams, and support functions to simplify how work gets done, eliminate inefficiencies, and embed a culture of continuous improvement into daily operations. The role combines process redesign, data-driven decision making, and change leadership to deliver measurable impact on revenue, cost, cycle time, and customer experience.

Key Responsibilities1. Drive End-to-End Process Improvement Identify process gaps, inefficiencies, and breakdowns across cross-functional workflows Redesign and standardize processes to improve flow, quality, and scalability Lead root-cause analysis and implement sustainable fixes (not symptom management)  Apply Lean / Six Sigma principles 2. Deliver Measurable Business Impact Define success metrics (KPIs) aligned to business priorities (e.g., margin, cycle time, customer satisfaction) Use data analysis to quantify impact, prioritize initiatives, and track improvements Ensure improvements translate into tangible ROI, including cost reduction and productivity gains3. Lead Continuous Improvement Programs Own and execute CI initiatives from problem identification to solution deployment Run structured improvement cycles (Plan–Do–Check–Adjust) to drive fast, iterative results  Establish governance, tracking, and reporting mechanisms for improvement programs4. Partner with Business & Delivery Teams Work side-by-side with delivery, PMO, and operational teams to simplify workflows and remove friction points  Engage leaders and stakeholders to define priorities and secure alignment Act as a trusted advisor to leadership on process optimization and operational excellence5. Build Continuous Improvement Capability Embed CI mindset and practices into day-to-day operations Coach teams on problem-solving, data-driven thinking, and process discipline Develop playbooks, standards, and toolsets to scale best practices across regions and teams Enable teams to independently identify and resolve issues over time 6. Drive Cross-Functional Transformation Lead initiatives that span multiple organizations with unclear ownership or complex dependencies Coordinate with engineering, automation, and data teams to enable scalable solutions Support transformation programs by aligning CI efforts with change management and business strategy7. Enable Continuous Learning & Feedback Loops Establish mechanisms to capture lessons learned and replicate successful approaches Monitor performance trends and continuously refine processes Promote a culture of experimentation, learning, and rapid iteration Qualifications Core Skills & ExperienceTechnical & Functional Certified Lean Six Sigma professional (Green Belt or Black Belt required) Strong process improvement expertise (Lean, Six Sigma, or equivalent) Experience with data analysis, KPI tracking, and performance management Ability to map, redesign, and optimize complex workflows Familiarity with digital tools, automation, and AI-enabled processesLeadership & Behavioral Strong problem-solving and structured thinking capabilities Ability to influence without authority across multiple teams and regions High ownership and bias for action Strong stakeholder management and communication skills Growth mindset with focus on continuous learning and improvementKey Outcomes / Success Metrics Reduction in process cycle times and operational inefficiencies Improved KPI performance (e.g., billing accuracy, delivery efficiency, customer satisfaction) Increased adoption of standardized processes and best practices Measurable ROI from improvement initiatives Stronger CI capability across teams (self-sustaining improvement culture) Typical Profile 5–10+ years in process improvement, operations, consulting, or business