Six Sigma Process Transformation Manager / Process Improvement Manager
We are looking for a certified Lean Six Sigma Black Belt to drive continuous improvement initiatives across our technical support operations. The role requires a strategic problem solver who can lead complex projects, identify root causes of inefficiencies, and deliver sustainable solutions that enhance customer experience, productivity, and quality. The ideal candidate will bring strong analytical skills, a deep understanding of technical support environments, and experience leading cross-functional improvement efforts.
What you will do:
- Lead Lean Six Sigma (LSS) projects focused on reducing customer effort, improving first contact resolution (FCR), and enhancing operational efficiency in technical support workflows
- Use DMAIC and Lean methodologies to identify and eliminate process bottlenecks, inefficiencies, and quality issues
- Conduct root cause analysis using data-driven techniques and recommend actionable solutions
- Collaborate with operations, quality, training, and support functions to implement improvements with measurable business impact
- Design and track KPIs to monitor effectiveness of implemented solutions and ensure sustained performance
- Facilitate workshops (e.g., Kaizen, SIPOC, Value Stream Mapping) to drive cross-functional alignment
- Mentor and coach Green Belts and process owners; help build Six Sigma capability across the team
- Prepare and present project updates, business cases, and executive summaries to leadership
What we look for:
- Familiarity with ticketing and CRM platforms (e.g., Salesforce, ServiceNow)
- Exposure to ITIL frameworks or experience in tech/IT service management environments
- Working knowledge of automation or RPA use cases in technical support is a plus
Qualifications:
- Bachelor’s degree in engineering, Technology, or related field; master’s degree is an advantage
- Certified Lean Six Sigma Black Belt (ASQ, IASSC, or equivalent)
- 5–8 years of experience in process excellence, continuous improvement, or quality roles—preferably within a technical support or contact center environment
- Strong statistical and analytical skills; proficiency with tools such as Minitab, Power BI, Excel, or similar
- Solid understanding of key technical support metrics like AHT, FCR, CSAT, and escalation rate
- Proven ability to lead cross-functional projects and influence without authority
- Excellent communication, facilitation, and stakeholder engagement skills
Johnson Controls is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.
Job Id: MLzD/wjPmbMTWj9lQInHPm8+qRvUwDfpU4OWlCWWgOPy/d8s0Tsrt+n8rSnmhrmVAAJW0kHC+P5jFC+/k7SOwQ9gwO0KVbj97wR6xfu+eiRsNYs6DuXJQHdMtDQf1h5YEpco
