Overview Customer Experience Transformation Director Location: Alpharetta, GA About Us: Aptean is dedicated to delivering exceptional customer experiences by streamlining processes, leveraging cutting-edge technology, and empowering customers through self-service options. We are seeking a highly motivated and experienced Six Sigma Black Belt to lead a transformative initiative focused on reducing inefficiencies across key customer-facing processes and driving improvements that enhance customer satisfaction and loyalty. Role Overview: The position will spearhead a comprehensive Customer Experience (CX) transformation, targeting inefficiencies across the customer journey: onboarding, support case management (including defect resolution and cloud issues), billing, and collections processes. The primary goal is case avoidance across the customer journey, with a secondary focus on deflecting cases to self-service channels. This role will involve assembling a small operations team to support metrics gathering, reporting, and rolling out process improvements. This role will also collaborate closely with AI and systems teams to implement efficiency enhancements and automation. Key Responsibilities: CX Process Optimization: Identify and eliminate inefficiencies in customer-facing processes, including onboarding, support, billing, and collections. Strategic Leadership: Develop and execute a comprehensive CX transformation plan, prioritizing case avoidance and self-service initiatives. Team Development: Build and lead a small operations team focused on metrics gathering, reporting, and supporting process improvements. Cross-Functional Collaboration: Partner with AI and systems teams to drive automation and technological enhancements in internal processes. Metrics and Reporting: Define and track key performance indicators (KPIs) to measure progress, including reductions in case volume and improvements in customer satisfaction. Continuous Improvement: Apply Six Sigma and Lean methodologies to identify root causes of inefficiencies and implement sustainable solutions. Change Management: Facilitate organizational buy-in and support for new processes, ensuring smooth implementation and adoption. Required Qualifications: Deep, demonstrable experience in tooling, automation, and use of technology to make change and operational improvements. Bachelor’s degree in industrial engineering, Operations Management, Quality Management, Business Administration, or a related technical field Strong expertise in process engineering, quality improvement, and Lean methodologies to eliminate inefficiencies. Experience in SaaS, technology, or service-oriented businesses. Demonstrated success in root cause analysis and implementing sustainable solutions. Experience with customer-facing processes, including onboarding, support case management, defect resolution, and billing/collections. Proficiency in data analysis and reporting tools, such as Power BI. Strong leadership skills with a track record of leading cross-functional teams. Excellent communication and stakeholder management abilities. Preferred Qualifications: Certified Six Sigma Black Belt with proven experience in CX or operational transformation projects. Fluency with AI technologies to improve efficiency and drive innovation. Knowledge of Agile frameworks and project management methodologies (e.g., PMP, ScrumMaster). Experience in implementing self-service solutions and strategies for case deflection. What We Offer: A dynamic, collaborative work environment. The opportunity to lead high-impact, customer-focused initiatives. Access to cutting-edge technologies and tools. Competitive compensation and benefits. If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today. Learn from our differences. Celebrate our diversity. Grow and succeed together. Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, age, status as a protected veteran or any other group status protected by law. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base. “At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy