Customer Service Process Manager Jobs in California

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Job Title: Senior Service & Process Designer
Location: Sac, CA (Hybrid)

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Job Description Senior Service & Process Designer

Position Summary
The Senior Service & Process Designer is responsible for leading business process reengineering, service design, and customer experience transformation initiatives that support large-scale digital modernization programs. This role collaborates with business stakeholders, product teams, technical architects, and implementation teams to redesign business processes, optimize service delivery, and develop customer-centered solutions that improve operational efficiency and user experience. The Senior Service & Process Designer applies Human-Centered Design (HCD), Business Process Reengineering (BPR), and process modeling methodologies to support incremental modernization and digital transformation initiatives.

Key Responsibilities
Lead Business Process Reengineering (BPR) initiatives to improve business operations and customer service delivery.
Analyze current-state business processes and design future-state workflows supporting digital transformation.
Develop customer journeys, service blueprints, process maps, and operational workflows using Human-Centered Design (HCD) principles.
Identify opportunities to decompose complex business processes into incremental releases.
Facilitate stakeholder workshops, interviews, and collaborative design sessions.
Create business process documentation, workflow diagrams, and BPMN 2.0 process models.
Collaborate with Enterprise Architects, Technical Architects, Product Managers, Developers, and Organizational Change Management teams.
Support legacy modernization initiatives by redesigning business processes for cloud-based platforms and digital services.
Design omnichannel customer experiences that promote digital self-service.
Recommend process improvements that improve efficiency and customer outcomes.
Support implementation planning, release planning, operational readiness, and continuous improvement.
Ensure service designs align with organizational goals, business priorities, and user needs.

Minimum Qualifications
Education
Bachelor's degree required.

Required Experience
Minimum five (5) years of full-time experience in Business Process Reengineering (BPR) or Service Design.
Experience may be demonstrated using no more than three (3) projects.
Minimum two (2) years of full-time experience identifying logical groupings of business transactions for incremental release planning.
Experience may be demonstrated using no more than two (2) projects.

Preferred Qualifications
Experience leading workflow redesign for legacy modernization initiatives transitioning from Mainframe/COBOL environments to Salesforce and MuleSoft cloud platforms.
Lean Six Sigma Green Belt or Black Belt certification.
Demonstrated proficiency using BPMN 2.0 standards.
Experience designing Self-Service First omnichannel service delivery strategies.
Experience supporting large-scale government digital transformation initiatives.
Experience facilitating Human-Centered Design (HCD) workshops.
Knowledge of Agile, Scrum, or SAFe delivery methodologies.

Preferred Knowledge & Skills
Business Process Reengineering (BPR), Human-Centered Design (HCD), Service Design, Customer Journey Mapping, Service Blueprinting, Process Modeling, BPMN 2.0, Business Process Analysis, Workflow Analysis, Incremental Release Planning, Agile Delivery, Product Roadmapping, Legacy System Modernization, Salesforce, MuleSoft, Omnichannel Service Design, Self-Service Strategy, Lean Six Sigma, Stakeholder Facilitation, Requirements Analysis, Continuous Process Improvement, Digital Transformation, Customer Experience (CX).

Desired Attributes
Excellent facilitation and stakeholder engagement skills.
Strong analytical and problem-solving abilities.
Ability to translate business needs into user-centered service designs.
Strong communication and presentation skills.
Experience working within cross-functional Agile teams.
Ability to balance customer experience, operational efficiency, and technical feasibility.
Demonstrated success leading process improvement and service transformation initiatives.