Director, Process Quality & Fault Reduction

POSITION SUMMARY: 

Company leader developing and continuously improving processes to reduce faults/defects and reduce waste to ensure quality, cost and efficiency requirements are met using Quality Management methodologies (TQM, DMAIC, 6 sigma etc.). Analyzes processes and proposes changes to increase efficiency and improve service quality.  Leads process quality group as well as working in cross-functional relationships, leading process and tools improvement with the operations teams.  Troubleshoots problems with new process implementations and recommends corrective action.

ORGANIZATIONAL RELATIONSHIPS:

Direct Reports:

Process Quality & Fault Reduction Engineer

Process Quality Fault Reduction Data Analyst

Cross Functional Relationships::

Network Operations

District Vice Presidents

Technical Operations Managers

Central Ops Engineering/IT

District Customers Service Managers

Tier 2 Call Center Management

Sales Management

SCOPE OF RESPONSIBILITY:

This position is a high-visibility leadership role with opportunity for impact on operations companywide to reduce faults and call drivers end to end.

ESSENTIAL FUNCTIONS OF THE JOB INCLUDE, BUT ARE NOT LIMITED TO:

·         Key leader scoping and establishing company priorities for process improvement and fault reduction.

·         Oversees team that gathers and analyzes information on existing fault issues, maps interfaces and produces models that describe relationships, documents flows and best practices.

·         Analyzes processes and proposes options and changes to reduce faults and improve consistency of service delivery. 

·         Works constructively with functional leaders across the operation to improve process quality.

·         Works closely with the Process Quality & Fault Reduction Systems Engineer, Process Quality Fault Reduction Data Analyst, and sponsors cross-functional projects with central and field operations organizations in coordinating process and tools improvement.

PREFERRED SPECIAL KNOWLEDGE, SKILLS AND ABILITIES:  

·         Minimum of BS in Engineering or equivalent.  Masters degree in engineering preferred.

·         Minimum of 10 years of experience in Engineering with proven ability to act as a process analyst for fault correction development processes.

·         Experience with process modeling/analysis tools.

·         Conceptual approach (top-down approach, macro level view, good modeling conception of people work, good abstraction and good functional identification and separation).

·         Good sense of balance between as is and should be, when changing processes, tools and people working environment.

·         Proficient in DMAIC/6 sigma/statistical process control/TQM process.

·         Must possess strong analytical skills and effective interpersonal and communication skills to interact with a wide range of individuals at different levels of engineering experience.

·         Ability to design workable solutions to problems in a timely manner.

·         Demonstrated ability to deliver positive customer experience outcomes.

·         Must possess effective interpersonal and communication skills to interact with a widely range of individuals at different levels within the organization.

NOTICE

Insight will only consider applicants that meet the minimum qualifications of the position.

It is Insight’s policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability, or any other protected category.  Reasonable accommodations may be made to enable individuals to perform the essential functions of this position.