Job Description:
Project Champions are key to success in every Lean Six Sigma deployment. The Six Sigma Project Champion, Customer Care helps the Customer Care organization to identify, select and implement Lean Six Sigma projects. This includes providing direction throughout the entire life cycle of a Lean Six Sigma project, communicating to team members as a project progresses through its phases and helping the project team work through potential and current constraints to ensure that the appropriate remediation is identified and implemented.

The Project Champion, Customer Care will remain mindful of each project's goal in terms of business objectives, communicate project progress and results to the business, and follow up on each project when it is completed.

The Project Champion, Customer Care will work closely with the Customer Care Master Black Belt to ensure successful and timely implementation of each project. While the Master Black Belt mentors the Belt/project team on application of Lean Six Sigma tools, the Project Champion is responsible for the project strategy, timeline, deliverables, implementation and monitoring.

Duties and Responsibilities:
1. Identifies, selects, prioritizes, scopes and assigns Customer Care Belt projects to ensure they are aligned with the business strategy and have significant business impact.

2. Ensures Customer Care Belts are appropriately tasked and deployed to maximize savings/productivity improvements and effective use of Six Sigma skills, including
• Providing necessary information to Belts regarding the assignment and projects
• Reviewing projects at least weekly and attending project reviews during Belt training
• Reporting progress against target metrics
• Reviewing progress with the Master Black Belt and effecting any remediation plans

3. Along with the Master Black Belt and Customer Care Executives, leads change in work approaches, techniques and process management methods in the Customer Care organization by:
• Coaching and challenging Belts and Customer Care process owners to ensure they understand their responsibilities for driving improvements using measurement data
• Supporting the development of process management and measurement systems at the department level
• Ensuring effective implementation of project results


4. Work with Customer Care steering committee and executives, other Lean Six Sigma Champions, MBBs and Belts to ensure best practices are shared across the organization and solutions and methods are used to solve other projects and problems.

5. Remove barriers and ensure Customer Care Belts receive the support they need for successful project completion.

6. Manage risk, set direction, and lead the way to breakthrough improvements by:
• Identifying and defining Customer Care critical projects
• Selecting Belts
• Providing feedback through project reviews
• Properly delegate authority & responsibility for the project

7. Drive cultural change through Lean Six Sigma initiatives.

8. Communicate company’s latest corporate policies, procedures and strategic direction.


Requirements:

Education: BA/BS in business administration or related field of study. A masters degree is desirable.

Experience: Minimum of 2 - 3 years senior leadership/key management.

Skills:
• Knowledge and experience in application and execution of Lean and / or Six Sigma projects; previous experience in Customer Care environment desired.
• History of outstanding performance through a proven ability to deliver results to the business and proven leadership and management track record
• Strong communication and influencing skills (proactively presents problems to appropriate people in an honest, non-judgmental manner; ensures all team members understand key messages; uses information and insights from diverse constituencies to build buy-in for Lean Six Sigma projects)
• Exceptional project management skills (manages complex and/or competing priorities effectively; uses strong analytical skills to identify projects to address critical business needs; sets appropriate commitments and manages work to meet commitments in an accurate and timely manner; experience in collaborative goal management)
• Strong change management skills (encourages innovation and exploration of non-traditional ideas; is able to think at the end-to-end systems level and understand the implications of change on the entire system to effectively eliminate barriers to change; leads change through motivation, inspiration and collaboration)
• Strong recommendation from management (current and previous manager)

Travel: 30% to 50% time is spent in the field traveling


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