Leads cross-functional process improvement initiatives by translating business policies into decision workflows and building, testing, and deploying tools on low-code/no-code platforms. Gathers requirements, creates technical specifications, analyzes operational data, develops performance metrics, evaluates process risks using FMEA, and presents business cases and progress to stakeholders. Requires operations experience, process improvement expertise, analytics skills, and comfort with technical build/test/deploy cycles.
About the Role
We're looking for a Business Process Engineering Lead to help build the tools that guide customer support teams through complex policy decisions. This role blends process improvement methodology with hands-on technical execution - you'll translate business policy into structured, step-by-step decision flows and build them out on a modern low-code/no-code platform. It's a tactical, execution-focused role for someone who enjoys turning ambiguity into clear, usable systems that have a direct impact on the people who use them.
Key Responsibilities
- Lead cross-functional project teams to design and implement operational process changes
- Translate business policy and requirements into structured, step-by-step decision tooling used by frontline teams
- Build, configure, and test decision tools on a low-code/no-code platform - including writing conditional logic, assembling modules, and creating test cases
- Support tools through a full development lifecycle: build, quality testing, and deployment
- Partner with technical teams to scope and request new system components when needed
- Build relationships with cross-functional stakeholders to gather requirements and translate them into technical specifications
- Develop metrics and measurement systems to track process performance and surface improvement opportunities
- Collect and analyze data to identify root causes of operational issues
- Research and apply industry best practices, leading initiatives to implement them
- Build cost/benefit analyses and business cases for proposed improvements
- Present opportunities and progress updates to senior leadership and stakeholders
- Diagram and evaluate existing processes; build functional designs mapping workflows and requirements
- Apply Failure Modes and Effects Analysis (FMEA) to identify and mitigate process risks
Qualifications
Required:
- 5+ years of post-graduate experience in operations, with a technical or engineering-adjacent background (industrial engineering, technical business analysis, or manufacturing operations strongly preferred)
- Demonstrated experience building or working with decision tooling - translating policy or business logic into structured, step-by-step workflows
- Comfort working through a technical build/test/deploy cycle, even without traditional software engineering experience
- Strong stakeholder management skills, including the ability to gather business requirements and translate them into technical specifications
- General business process improvement experience (Lean Six Sigma or equivalent methodology)
- Intermediate Excel and analytics capability
- Comfortable working in ambiguous, fast-moving problem spaces
Preferred:
- Lean Six Sigma Green Belt or Black Belt certification (equivalent hands-on experience also considered)
- Customer service or contact center operations background (experience from other industries is equally valued)
- Prior experience with low-code/no-code tooling platforms
- Ability to travel periodically for in-person project work (up to 20%)
Key Details
- Start Date: September 22, 2026
- Duration: 12 months
- Location: Remote (within the U.S.)
- Work Schedule: Full-time, 40 hours/week (Monday-Friday)
- Pay Rate: $75-$85/hour
- Work Authorization: Must be authorized to work in the U.S. without sponsorship.
- Engagement: W2 Contract role through Maleda Tech.
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