Job Description

At Aptean, we believe that exceptional customer experiences are built through bold innovation and streamlined processes. We’re on a mission to transform the way we serve our customers by reducing inefficiencies, leveraging advanced technology, and empowering self-service solutions.

We’re seeking a visionary Six Sigma Black Belt to lead a transformative initiative, reimagining customer-facing processes and driving sustainable improvements that elevate customer satisfaction and loyalty.

Your Mission:

As the Director of Customer Experience Transformation, you will spearhead a strategic initiative to reengineer the customer journey. From onboarding and support to billing and collections, your efforts will focus on reducing friction, increasing efficiency, and ensuring seamless customer interactions.

Key Focus Areas:

• CX Process Optimization: Identify and eliminate inefficiencies across key customer touchpoints, including support case management and billing operations.
• Strategic Leadership: Develop and execute a comprehensive CX transformation roadmap, prioritizing case avoidance and self-service enablement.
• Data-Driven Improvements: Define, track, and report on key KPIs, including case volume reductions and improvements in customer satisfaction.
• Cross-Functional Collaboration: Partner with AI and systems teams to implement automation and technological enhancements.
• Continuous Improvement: Apply Six Sigma and Lean methodologies to identify root causes of inefficiencies and implement long-term solutions.
• Team Development: Build and lead a high-performing operations team to support process improvements and data reporting.

What You Bring:

Required:

• Bachelor’s degree in Industrial Engineering, Operations, Quality Management, or a related technical field.
• Proven expertise in process engineering, automation, and Lean methodologies.
• Experience driving transformation in SaaS, technology, or service-oriented businesses.
• Strong proficiency in root cause analysis, data analytics tools (Power BI), and stakeholder engagement.
• Track record of successfully leading cross-functional teams and implementing sustainable solutions.

Preferred:

• Certified Six Sigma Black Belt with a history of leading CX or operational transformation projects.
• Fluency in AI technologies to enhance efficiency and customer outcomes.
• Experience with Agile frameworks, self-service solutions, and case deflection strategies.

Why Join Us?

• ???? High-Impact Leadership: Lead transformative initiatives that shape the future of CX at Aptean.
• ?? Cutting-Edge Technology: Access the latest tools to fuel operational excellence.
• ???? Collaborative Culture: Join a diverse, inclusive, and dynamic work environment where innovation thrives.
• ???? Competitive Compensation & Benefits: Enjoy a package designed to support your success and well-being.