Principal Process Manager in Englewood, CO, US at TTEC

Date Posted: 6/19/2018

Job Snapshot

Job Description

TTEC is seeking a (Principal Process Manager) to join our IT team based at our HQ in Denver, CO. We’re a global company that is 46,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

What you’ll be doing : 

The Principal Process Manager will be responsible for assessing current organizational capability involving process automation throughout the organization and provide direction in maturing processes with intent to automate. The Process Manager will baseline current processes and then continuously monitor capability maturity for areas of opportunity to improve TTEC effectiveness and efficiency. 
The Process Manager will provide process expertise to the company in the area process automation, process gap assessment, re-engineering, and process enablement across the organization.
This role will also be pivotal in supporting the training and enablement of the TTEC teams; these activities include working closely across IT and business partners to develop processes that support the strategic vision set by the leadership team and effectively manage all aspects of enabling IT to support the targeted future state environment.
This role will report directly to the Senior Manager Process Improvement.
You will be responsible for :

•        Perform organizational process gap assessment

•        Create recommendations and roadmap to prioritize and remediate capability gaps

•        Facilitate and/or oversee internal process workshops to root cause identified issues and outline action plans to achieve resolution

•        Define/Design processes and associated documentation for new internal IT processes

•        Develop and maintain reports that enable the management of continuous performance 
         improvement and process excellence roadmap initiatives.
         Support departmental improvements i.e. tools, templates, and processes

Desired Skills and Experience :

•        BA/BS or equivalent experience

•        Lean/Six Sigma Black Belt training/certification required

•        ITIL training/certification highly desirable

•        5-7 years’ proven ability to facilitate, lead, and or mentor teams through process improvement activities and change adoption

•        Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Visio)
What We Offer :

•        A fun, challenging and rewarding work environment

•        Performance equity, variable incentive bonus plan, 401K company match

•        Professional development and tuition reimbursement

•        Paid time off and leave of absence programs

•        Cafeteria, fitness center, car detailing, dry cleaning, postal services, covered parking 

•        Rich wellness program and activities along with wellness incentives

•        Above & beyond employee recognition programs

•        Access to local discounts to services and entertainment venues

•        Social activities including employee events, social hours, take your kids to work day, holiday luncheons & patio grill summer concert series
For more information and to find more sales jobs at TTEC, please visit our website at and sign up for our talent community while you’re there. 

Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).
Employment Requirements : TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


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