Overview About Us Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries that puts culture and our 6,000 employees first. We employ the best people, processes and proprietary technology available to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees. Our mission is to create an environment within which our people THRIVE! We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect. Excellence - Deliver exceptional client results, reward and recognize performance, and maintain a relentless pursuit of improvement. Accountability - Act like an owner. Take pride in our work. Measure results (your own and our clients). Be passionate. Grace - Respect and appreciate differences. Care for one another. Be humble. Make work personal. Our Mission: To create conditions within which people can thrive! The Continuous Improvement Manager is responsible for leading and executing projects to drive process efficiency, quality, and operational excellence across the organization. The role requires expertise in Lean, Six Sigma, and process re-engineering methodologies. The manager will also support site-wide change initiatives and lead Kaizen events to foster a culture of continuous improvement. Responsibilities Customer Journey Mapping: Engage in customer journey mapping exercises to optimize customer experience when required. Associate/Agent Journey Mapping: Develop and maintain associate journey maps to understand the employee experience from onboarding to exit including Identifying pain points and opportunities for improvement in the associate journey, Implementing initiatives to enhance the associate experience and increase employee satisfaction and retention. Drive and foster the Gemba culture on the operational floor by encouraging employee participation in improvement initiatives. Drive a culture for running experiments at an entity and site level. Own the action items generated during the Gemba session and drive them to completion through successful coordination with internal and external stakeholders. Contribute to Annual Strategic Planning Project Leadership: Lead and be accountable for cost-saving initiatives by identifying and eliminating process inefficiencies through Lean, Six Sigma, and other continuous improvement tools. Drive process improvements and performance enhancement initiatives across the organization, leveraging industry best practices and methodologies. Oversee operational data reporting, including dashboards that track Quality of Services (QoS), process health, and other key performance indicators. Lead consultation projects focused on performance improvement, process optimization, and business re-engineering. Standards Implementation: Implement COPC and ISO quality standards as required and ensure adherence across the organization. Project Management: Ensure all continuous improvement projects are completed on time and meet targeted objectives. Lead large-scale Kaizen and Gemba sessions, driving cultural and operational change throughout the organization. Training & Development: Provide training on Six Sigma Green Belt, Kaizen, and Lean principles, and lead Six Sigma projects. Process Improvement Expertise: Serve as a subject matter expert in continuous improvement methodologies and tools, identifying the best techniques for optimizing existing and future processes. Qualifications Certification: Black Belt Certified (Required) from a globally recognized authority. Master Black Belt Certification (Optional). COPC RC or HPMT Certified, ISO Lead Auditor. Education & Experience: Bachelor’s degree with 6+ years of experience in operational excellence, process re-engineering, or Lean Six Sigma methods. Master’s degree with 4+ years of relevant experience (optional). Skills Required: In-depth knowledge of Lean, Six Sigma methodologies, and Minitab software. Proven experience leading Kaizen and continuous improvement events. Strong problem-solving skills with a proactive approach to identifying and resolving challenges. Excellent communication skills, both written and verbal. Ability to work under pressure and manage large-scale change initiatives across the organization.