Job Title: Process Optimization Engineer (Project Manager) Department: Strategic Initiatives / Transformation & Enablement Report to: Director, DACX Team Location: Remote Employment Type: Full-Time Job Summary We are seeking a highly organized, empathetic, and execution-focused Process Optimization Engineer / Project Manager to lead critical cross-functional projects that shape the future of our operations. This role is ideal for someone who thrives in ambiguity, brings structure to chaos, and can guide teams toward outcomes with agility and empathy. You will be responsible for managing high-impact initiatives across multiple departments (Operations, IT, Analytics, Client Management), facilitating alignment, resolving issues before they escalate, and ensuring that the business operates with peak efficiency. This role also leverages design thinking , data analysis , and strong stakeholder management -prioritizing practical leadership over certification. Key Responsibilities: ???? Project Execution & Ownership Lead complex, end-to-end projects that drive strategic impact across multiple business areas. Apply design thinking to frame problems from a human-centric lens-empathizing with stakeholders, redefining challenges, and prototyping improvements. Plan, prioritize, and track project milestones, scope, risks, and deliverables using collaborative tools (e.g., Smartsheet, Miro, Excel, etc.). ???? Team & Stakeholder Alignment Act as the connective tissue between IT, Operations, Client Stakeholders, and Analytics -ensuring continuous alignment and momentum. Lead structured meetings with clear agendas, track action items , and maintain regular updates through executive summaries, visual dashboards, and post-mortems. ???? Risk & Change Management Lead risk assessments for technology and operations projects , including AI integration, automation, and process changes. Address issues early by synthesizing information from various streams and coordinating proactive solutions. ???? Data-Driven Process Improvement Use quantitative and qualitative data to identify inefficiencies or root causes of KPI declines (e.g., post-AI automation shifts). Partner with frontline teams to validate hypotheses, test improvement ideas, and embed lasting changes. Guide improvement efforts by first assessing organizational readiness and current performance benchmarks. ???? Team Culture & Conflict Resolution Facilitate alignment across diverse teams by encouraging open feedback, resolving disagreements through empathetic listening and structured dialogue , and promoting team accountability. Drive clarity and productivity without micromanagement-modeling thoughtful leadership and collaboration. Qualifications & Experience: Minimum 5+ years of project or program management experience in a BPO, Tech, Customer Experience, or Transformation environment. Proven ability to lead complex cross-functional initiatives from planning to implementation, including technology projects with data, process, and system impacts. Strong facilitation skills: can run effective meetings, maintain structured follow-ups, and create momentum across different personalities and departments. Experience applying design thinking or human-centered design in problem-solving and project planning. Strong analytical mindset with the ability to interpret business data and translate insights into action. Excellent verbal and written communication; must be able to tailor communication for executive and frontline audiences. Comfortable with ambiguity and change, with a proactive and solutions-oriented approach. Preferred Bachelor's degree in Business, Operations, Engineering, or equivalent experience. Familiarity with tools such as Smartsheet, Miro, Asana, PowerBI, Tableau, or SQL is a plus. Six Sigma or PMP certification is appreciated but not required -what matters most is your ability to deliver . What Success Looks Like in This Role You deliver high-quality projects on time with minimal oversight. You translate scattered ideas into actionable plans -without needing repeated clarification. You effectively facilitate alignment among Ops, IT, Analytics, and Client teams-even when priorities conflict. You proactively identify issues before they escalate by listening, connecting dots, and proposing thoughtful actions. You're a natural problem-solver , collaborator, and communicator. Your impact is recognized not by the certification you hold but by the clarity, momentum, and results you bring. Our Culture We are a human-first, performance-focused organization. We believe great project managers are not just task trackers-but people connectors, creative thinkers, and purpose-driven leaders . We also care about balance. On weekends, we recharge-and we hope you do too. Show more Show less