Director, Process Improvement & Journey Management

The Director, Process Improvement & Journey Management is responsible for defining and executing a comprehensive journey-led improvement strategy that optimizes operations, elevates client and team member experiences, and drives measurable efficiency outcomes across Client Operations. This role blends process excellence with experience design, ensuring that customer and internal journeys are intentionally designed, measured, and continuously improved from both an experience and operational efficiency perspective.
This leader owns the end-to-end management of client and team member journeys, including onboarding, support, and self-service experiences. They will maintain current- and future-state journey maps, identify friction and opportunities, and prioritize journey enhancements that deliver business value, scalability, and customer satisfaction. The role partners closely with Experience Strategy, Product, Marketing, and Operations teams to ensure journeys are supported by the right process tooling, automation, and platforms.
Accountable to the Senior Director, Experience Strategy & Innovation and Client Operations leadership, this position establishes success metrics and governance for journey performance, ensures alignment to financial goals, and drives a disciplined approach to journey optimization that balances experience quality with efficiency and cost outcomes. The ideal candidate will have a demonstrated track record of collaboration, influencing, leadership and execution skills, working across the matrix to shepherd the mindset and cultural shift needed to create new and innovative solutions.
Journey Management, Experience Design, and Business Process Improvement• Own and govern end-to-end client and team member journeys across onboarding, support, and service delivery, ensuring alignment to business objectives and experience principles.• Develop, maintain, and socialize current-state and future-state journey maps, service blueprints, SOPs, operational playbooks and experience artifacts to guide improvement efforts.• Apply experience design methodologies to identify pain points, moments that matter, and opportunities for differentiation across journeys.• Define and prioritize transformative initiatives and use cases that reduce operational effort while improving ease, speed, and satisfaction for clients and internal users, with an emphasis on emerging AI & automation technology.• Translate journey insights into process improvement initiatives, leveraging process mapping, task mining, time studies, and workflow analysis as appropriate.• Ensure compliance and risk are intentionally incorporated into journey transformations.• Lead cross-functional initiatives to simplify, automate, and standardize processes that underpin critical journeys.
Continuous Improvement Culture• Implement and manage a Continuous Improvement idea intake process, with focus on uncovering process and financial efficiencies.• Coach the organization to evolve their skillset around continuous improvement, using data and best practices to improve maturity of the continuous improvement discipline.• Implement governance mechanisms to ensure journey changes are intentional, measured, and aligned to enterprise priorities.• Provide executive-level reporting on journey performance, improvement progress, and realized business outcomes.
Metrics, Tooling, and Technology Enablement• Define and oversee experience and efficiency KPIs tied to journey performance, including customer effort, cycle time, cost-to-serve, operational throughput, and business value realization.• Establish success criteria for journey enhancements and ensure measurement frameworks and tooling are embedded into delivery and ongoing operations.• Monitor journey health and maturity, using data to guide prioritization and investment decisions.• Partner with Product, Delivery, Architecture, and Engineering teams to ensure core platforms (e.g., Salesforce, Genesys, Precursive) effectively support designed journeys.• Serve as a key operations stakeholder for journey-related tooling decisions, including tradeoffs, sequencing, and business acceptance.• Partner with Finance and Operations to quantify business value, efficiency gains, and cost impacts tied to journey improvements.
Leadership & Influence• Establish vision and strategic direction to create leading business capabilities that balances experience excellence with operational efficiency.• Communicate complex journey, process, and performance concepts clearly through compelling written and verbal storytelling.• Partner closely with Change Management and People Solutions to ensure reimagined process are compelling, understood, adopted and sustained• Act as a trusted thought partner to senior leaders across Client Operations, Retail Solutions, and Product.• Lead, coach, and develop direct reports, enabling high performance and strong cross-functional collaboration.
Key Competencies• Managing Multiple Projects - Ability to manage multiple concurrent objectives, projects, or activities, making effective judgments as to prioritizing and time allocations.• Business Acumen - Has a comprehensive understanding of the organization that the role supports or the ability to learn, including key interdependencies across the organization.• Demonstrates knowledge of practices and policies governing disclosure of information about the organization, its business activities, and its employees.• Consulting - Able to understand organization's objectives and project scope.• Explains project/initiative requirements, deliverables, costs and criticalities to team members, colleagues, management, and other stakeholders.• Monitors performance versus expectations and uses formal and informal means to keep the organization informed on progress and issues.• Participates in developing further opportunities or assignments.• Has a natural curiosity about the business and uses this skill to help influence changes to the business.
Location: This is a hybrid role.
Qualified candidates must be based in one of the following locations: Atlanta, GA; Burlington, VT; Draper, UT; or Overland Park, KS.
Travel: Up to 15% annually
Who You Are
Minimum Qualifications• Bachelor's degree in a related discipline and 10 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience in a related field; or 14 years' experience in a related field.• 5+ years' experience in a management or leadership role.• Knowledge of SaaS implementation, technical support, and enabling functions.• Knowledge of core enterprise platforms such as Salesforce, Genesys, Precursive, as well as experience using or implementing journey analytics and tooling.• A critical thinker, with the ability to make fact-based recommendations and synthesize multiple inputs to glean business implications for the broader picture.• Able to lead and influence others by acting as a strategic partner
Preferred Qualifications• Lean, Six Sigma or similar certification preferred.
USD 148,500.00 - 247,500.00 per year
Compensation:
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets