Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone's life every second of every day.
Job Description
Position Title: Director, Business Process Improvement
Reporting To: Chief Operations Officer
Department: Operations
Location: United States (Remote)
Status: Full-Time Employee
Highly visible leadership role that will lead and manage key strategic and process improvement projects; lead and manage deployment and training of project management discipline and Lean-Six Sigma across the organization; lead and manage enterprise wide change management and governance.
Key duties and responsibilities include, but not limited to:
Lean-Six Sigma and Program/Project Management Deployment
Establish processes, procedures and policies to effectively manage change, strategic and process improvement initiatives and projects throughout the organization
Lead the deployment and training of Lean-Six Sigma
Employ Lean-Six Sigma methodology and analytics across organizational operations in order to accomplish business objectives
Develop ISO 9000 systems and processes
Lead the development and implementation of the system and ensure that certification status is sustained throughout the business cycle
The ISO system will formalize and document LanguageLine policies and procedures and standard methods to enable continuous improvement
Support LLS' Quality Management System (QMS) to continually improve the Division's processes, procedures and services; and thereby increase efficiency, productivity, effectiveness and customer satisfaction
Specific Program/Project Management
Lead, monitor and manage complex strategic and process improvement projects to ensure all objectives are achieved (financial and otherwise) on time and within budget including but not limited to: ensuring valid project estimates are prepared; manage project risk by developing mitigation and contingency plans; critical path analysis; oversee the production and implementation of all project deliverables; ensure project improvements remain in place and sustainable long after project completion
Provide accurate, concise and timely communication of project's progress and status to the Executive Team, project team champions, leaders and members to ensure greatest probability of projects' success in achieving original deliverables, within schedule and quantified objectives committed to quickly and accurately identify and resource constraints throughout the project and business (people, financial, materials, processes etc.); obtain resources to address as needed
Manage day-to-day progress of the project, ensuring continued alignment with project's vision and direction towards achieving project's ultimate objectives
Develop, maintain, communicate and execute all project management specific deliverables; set up and run project team meetings; create and deliver status reports etc.
Key Success Factors
Leadership
Able to create, communicate and obtain commitment to the department's, organization's and/or project's vision throughout all levels of the organization
Establish and maintain the highest level of passion and energy for both process improvement and project management at the project and organizational level
Continually challenge the status quo.
Enable and inspire others to succeed and take action without regard for self-promotion; recognize success and achievement of others
Model the way - i.e. "walk the talk" - exhibit the behavior that we strive for everyone in the organization to mimic
Relationship & People Skills
Excellent at building rapport and relationships within all levels of the organization in order to broker resources/support needed to achieve successful project and/or business results
People skills - knowing what motivates different types of people, accounting for and adapting to individual and organizational situations, personalities and behaviors
Communication
Superior written, verbal and non-verbal communication skills
Able to directly communicate problems, issues and barriers, regardless of source, subject matter or audience
Fearless in asking the right questions of anyone in the organization in order to ensure project's and business' progress and ultimate success
Comfortable communicating with and presenting to highest levels of management (up to and including Executive Team and CEO)
Proven results in project management and Lean-Six Sigma expertise and project execution using diverse, cross functional teams
Proven ability to prioritize work to ensure execution of objectives and results
Excellent big picture, strategic perspective combined with keen organizational skills, superior work ethic, exceptional judgment and unquestionable integrity, high attention to detail and analytical skills to implement dramatic improvements throughout an organization
Results oriented leader able to lead, manage and execute projects in a dynamic, challenging environment; hands on, "must do", flexible, adaptable attitude in a fast paced, no excuses environment
Qualifications:
Bachelor's degree in business or technical field. MBA with finance or technical concentration a plus.
Minimum 10 years' experience in leading and managing deployment of Lean-Six Sigma and Project Management, including and managing complex strategic and process improvement projects
Lean and Six Sigma Master Black Belt certified from an accredited organization preferred
Project management certification or equivalent experience as a project manager of large complex projects including experience and knowledge of waterfall and agile project management methodologies
Expert in MSExcel, MSPowerPoint, MSProject, MSOutlook
Physical Requirements
Use a computer laptop and/or desktop up to a minimum of 8 hours per day.
Work in an office environment and walk quickly throughout the building.
Talk via video conference, telephone handset and/or headset throughout the work day.
If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact the Corporate Recruiting Team at CorporateRecruiting@languageline.com
COVID-19 Vaccination for United States Candidates Only:
LanguageLine Solutions is a federal contractor. Federal law requires that we ensure that all of our US based employees and contractors are fully vaccinated against COVID-19, unless a reasonable medical or religious accommodation is requested, certified, and approved by LanguageLine Solutions.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.
VEVRAAFederal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)