Business Process Optimization Leader - Contact Center

At Solventum, we improve lives by helping healthcare professionals do their best work. Join a team using innovation and insight to make a real impact on the future of healthcare. All roles listed are with Solventum, and we’re committed to protecting your personal information—learn more in our Privacy Policy                 

Job Description:

Business Process Optimization Leader – Contact Center

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

As a Business Process Optimization Leader – Contact Center, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Leading the Process Optimization strategy, roadmap, and governance framework for Contact Center Operations.
• Driving end-to-end process improvement initiatives that enhance operational efficiency, customer experience, quality, and employee experience.
• Optimizing customer demand by analyzing contact drivers, operational trends, and customer insights to address root causes and reduce avoidable demand.
• Leading innovation initiatives leveraging AI, automation, self-service, and emerging technologies in partnership with Operations, Workforce Management, and Technology teams.
• Leading and developing the Process Optimization team while fostering a culture of continuous improvement, accountability, and innovation.

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor’s degree or higher AND five (5) years of experience in Process Improvement, Operations, Customer Experience, Contact Center Operations, Continuous Improvement, or related functions.
• Two (2) years of leadership experience leading teams, projects, or operational initiatives.
• Experience leading cross-functional process improvement initiatives and developing governance frameworks.
• Experience in customer service and/or technical support operations.
• Experience using data and analytics to drive operational and process improvements.

Additional Qualifications

Additional qualifications that could help you succeed even further in this role include:

• Experience in Contact Center Operations, Quality, Training, or Operations Support leadership roles.
• Experience with NICE CXone, CRM platforms, knowledge management tools, or other contact center technologies.
• Experience with change management, organizational transformation, AI, automation, or process optimization initiatives.
• Lean Six Sigma certification or equivalent continuous improvement training.
• Strong capabilities in Operational Excellence, talent development, quality, compliance, and stakeholder management.

Work location: Hybrid Eligible (Job Duties allow for some remote work but require travel to the site at least 1 day per week)

Must be legally authorized to work in country of employment without sponsorship for employment visa status.

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope. 

Solventum es un empleador que ofrece las mismas oportunidades. Solventum no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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