Customer Service Process Manager Jobs (NOW HIRING)

The Operational Business Process Manager is responsible for driving operational excellence through the standardization, optimization, documentation, and implementation of core business processes across the organization. This role serves as the bridge between Operations, Technology, Compliance, Finance, Product, and other functional stakeholders to design scalable, efficient, and compliant operating models. The position evaluates existing operational practices, documents current-state ("as-is") processes, designs future-state ("to-be") workflows, and leads implementation of process improvements. A key responsibility is consolidating diverse and bespoke operating procedures into standardized enterprise processes that support the majority of business requirements while maintaining necessary customer, regulatory, and commercial controls. This role requires extensive collaboration with operational leaders, frontline employees, technology teams, and compliance partners and involves regular travel to company locations to assess operations, facilitate workshops, support implementations, and drive adoption of standardized practices.

• Document current-state ("as-is") workflows, decision points, handoffs, system interactions, controls, dependencies, and process risks.
• Identify process variation, inefficiencies, bottlenecks, duplication, and compliance gaps.
• Evaluate multiple variations of operational procedures and consolidate them into scalable enterprise standards.
• Develop standardized workflows applicable across the majority of operational scenarios while identifying approved exception paths.
• Promote adoption of global and regional standards to reduce operational complexity and improve consistency.

• Design standardized future-state ("to-be") operational processes that align with organizational objectives, customer requirements, technology capabilities, and compliance requirements.
• Partner with Technology teams to ensure operational processes are supported by system capabilities, automation opportunities, integrations, and reporting requirements.
• Collaborate with Compliance, Legal, Risk, Finance, and Product stakeholders to ensure operational designs meet regulatory and policy requirements.
• Balance standardization with business flexibility by distinguishing true business requirements from historical practices or preferences.

• Serve as a trusted advisor to operational leaders on process improvement and operating model design.
• Facilitate cross-functional workshops to align stakeholders on requirements, process designs, and implementation strategies.
• Present recommendations, risks, and business cases to operational leadership teams.
• Build strong partnerships across Operations, Technology, Compliance, Finance, Product, Training, and Shared Service organizations

• Demonstrated experience documenting and redesigning business processes.
• Experience leading cross-functional initiatives and driving organizational change.
• Strong analytical, problem-solving, and facilitation skills.
• Experience creating process maps, workflows, SOPs, and operational documentation.
• Strong written and verbal communication skills.
• Ability to influence stakeholders without direct authority.
• Experience within transportation, logistics, supply chain, distribution, or service operations.
• Lean, Six Sigma, APQC, BPM, PMP, or similar process improvement certification.
• Experience with workflow automation, business systems implementation, or digital transformation initiatives.
• Knowledge of compliance, quality management, and risk management frameworks.
• Experience working with offshore, shared service, or global operating models.

• Bachelor's degree in Business Administration, Supply Chain, Logistics, Industrial Engineering,
• Operations Management, or related field; equivalent experience may be considered.
• 5+ years of experience in operations, process improvement, business transformation, operational excellence, or related disciplines.

At Crane, we believe in providing our employees with excellent benefits at a Great Place to Work.

We offer:

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates

Come join the leader in logistics and take your career in the right direction.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This position requires the final candidate to successfully pass an E-Verify Check.

Company benefits are contingent upon meeting eligibility requirements and plan conditions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.