Partner with Services leadership and process owners to build and prioritize the process improvement roadmap based on customer impact, business value, risk, and feasibility, while keeping accountability with the business owners.
Define the end-to-end process architecture across the Services lifecycle, including roles, handoffs, controls, and system requirements across functions.
Drive improvements to sales, renewal, and delivery processes across all channels to support scale, clear accountability, and a consistent customer experience.
Set lifecycle management standards for services from launch to retirement, including feedback loops, issue resolution, and end-of-life execution.
Liaises with IT, translating business needs into system and infrastructure requirements and influencing IT priorities.
Lead root-cause analysis for complex, cross-functional process issues and ensure corrective actions have clear owners and lasting results in partnership with the Customer Experience organization.
Define and track process performance measures, report results to leadership, and use data to guide improvement decisions.
Lead change management and adoption through training, targeted communications, and coaching that build process management capability across the organization.
Identify and develop individuals across the organization to become Subject Matter Experts who represent different teams involved in the processes to capture feedback, cascade updates, and provide first-level support that drives adoption.
Who You Are
You are a structured, detail-oriented process professional who understands how work flows across an organization and ensures it is clearly documented, consistently followed, and continuously improved. You see well-maintained process documentation as the foundation for alignment, accountability, and scale. You build credible partnerships with Sales, Delivery, IT, and Operations, identify process breakdowns, and build consensus on practical solutions without relying on direct authority. You prioritize with sound judgment and measure success by sustained adoption and business results.
For This Role, You Will Need
Bachelor’s degree in Business, Engineering, Operations, Information Systems, or a related field, or equivalent practical experience.
7+ years of experience in business process management, operational excellence, business analysis, service operations, or continuous improvement.
Demonstrated experience mapping and improving end-to-end processes that cross functions and systems.
Experience defining business requirements and partnering with IT on process and system changes.
Strong facilitation, documentation, problem-solving, and change adoption skills.
English language proficiency with effective oral and written communication skills.
Preferred Qualifications that Set You Apart
Lean Six Sigma, BPM, or other continuous improvement certification.
Experience with services sales, renewals, delivery operations, service lifecycle management, or customer support.
Experience developing SOPs, work instructions, controls, process measures, and governance routines.
Familiarity with CRM or ERP environments, digital customer journeys, and workflow tools.
Preferred - Experience with omnichannel process design and implementation (e-commerce, internal and partner-led sales).
Our Culture & Commitment to You
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.
