[Hiring] Process Improvement Manager @ITCON

Role Description

Drive Continuous Improvement for a Mission-Critical Federal Program

ITCON Services is seeking a data-driven and strategic Process Improvement Manager to support a high-impact federal contact center program. In this role, you will lead initiatives that enhance both the customer and agent experience by leveraging analytics, operational insights, and continuous improvement methodologies. You'll play a key role in identifying inefficiencies, recommending solutions, and driving measurable improvements across a large-scale customer service operation.

If you're passionate about optimizing processes, improving performance, and making a tangible impact in a mission-driven environment, this is an exciting opportunity to do so.

Qualifications

• High School Diploma or equivalent experience
• U.S. Citizenship required
• Ability to obtain and maintain required government clearance (if applicable)
• 5+ years of experience in analytics, operations, or process improvement roles
• Proven track record of successfully implementing process improvements that drive measurable outcomes
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Experience working in contact center or customer service call center required

Requirements

• Identify opportunities to improve operational efficiency, agent performance, and customer experience
• Develop and implement process improvement initiatives that drive measurable results
• Analyze workflows, procedures, and performance data to identify gaps and recommend solutions
• Leverage data and reporting to evaluate program performance and trends
• Establish and track key performance indicators (KPIs) to measure the impact of improvement efforts
• Present findings and recommendations to leadership and stakeholders in a clear, actionable manner
• Participate in process improvement forums and working groups, contributing insights and strategic recommendations
• Collaborate with operations, training, quality, and leadership teams to align improvement efforts with program goals
• Support the implementation of new processes and ensure adoption across teams
• Promote a culture of innovation, efficiency, and continuous improvement
• Monitor the effectiveness of implemented changes and refine strategies as needed

Benefits

• Support a high-visibility federal program that serves millions
• Influence operational strategy and customer experience improvements
• Collaborate with cross-functional teams and government stakeholders
• Be part of a growing, innovation-focused organization
• Access competitive benefits and professional development opportunities