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POSITION SUMMARY:
Company leader developing and continuously improving processes to reduce faults/defects and reduce waste to ensure quality, cost and efficiency requirements are met using Quality Management methodologies (TQM, DMAIC, 6 sigma etc.). Analyzes processes and proposes changes to increase efficiency and improve service quality. Leads process quality group as well as working in cross-functional relationships, leading process and tools improvement with the operations teams. Troubleshoots problems with new process implementations and recommends corrective action.


ORGANIZATIONAL RELATIONSHIPS:
Direct Reports:
Process Quality & Fault Reduction Engineer
Process Quality Fault Reduction Data Analyst

Cross Functional Relationships::
Network Operations
District Vice Presidents
Technical Operations Managers
Central Ops Engineering/IT
District Customers Service Managers
Tier 2 Call Center Management
Sales Management

SCOPE OF RESPONSIBILITY:
This position is a high-visibility leadership role with opportunity for impact on operations companywide to reduce faults and call drivers end to end.

ESSENTIAL FUNCTIONS OF THE JOB INCLUDE, BUT ARE NOT LIMITED TO:
• Key leader scoping and establishing company priorities for process improvement and fault reduction.
• Oversees team that gathers and analyzes information on existing fault issues, maps interfaces and produces models that describe relationships, documents flows and best practices.
• Analyzes processes and proposes options and changes to reduce faults and improve consistency of service delivery.
• Works constructively with functional leaders across the operation to improve process quality.
• Works closely with the Process Quality & Fault Reduction Systems Engineer, Process Quality Fault Reduction Data Analyst, and sponsors cross-functional projects with central and field operations organizations in coordinating process and tools improvement.


PREFERRED SPECIAL KNOWLEDGE, SKILLS AND ABILITIES:
• Minimum of BS in Engineering or equivalent. Masters degree in engineering preferred.
• Minimum of 10 years of experience in Engineering with proven ability to act as a process analyst for fault correction development processes.
• Experience with process modeling/analysis tools.
• Conceptual approach (top-down approach, macro level view, good modeling conception of people work, good abstraction and good functional identification and separation).
• Good sense of balance between as is and should be, when changing processes, tools and people working environment.
• Proficient in DMAIC/6 sigma/statistical process control/TQM process.
• Must possess strong analytical skills and effective interpersonal and communication skills to interact with a wide range of individuals at different levels of engineering experience.
• Ability to design workable solutions to problems in a timely manner.
• Demonstrated ability to deliver positive customer experience outcomes.
• Must possess effective interpersonal and communication skills to interact with a widely range of individuals at different levels within the organization.

Job Benefits