Job Senior Process Engineer

OverviewRecruiter: Dena Richardson Belser, Human Resources Business PartnerJob Code: 8625761Duties & ResponsibilitiesSenior Process Engineer with GreenSky Management Company LLC in Atlanta, GA. Telecommuting permitted. Create and modify business processes while collaborating with leaders to influence results that have a direct impact on the company's performance.

Oversee and manage the Interactive Voice Response (IVR) improvement efforts being driven by the Business Transformation team. Perform deep Customer Experience analysis through listening to customer phone communications and following customer interactions with self-service channels. Coordinate alignment and buy-in between multiple stakeholder groups to drive meaningful changes to the customer experience and key business processes.

Develop updates to key customer documents based on findings from customer experience analyses. Monitor data/metric trends to ensure the desired outcomes were achieved and implement necessary thresholds/metrics to quantify success. Analyze operations' key performance indicators and make recommendations to improve operational efficiency.

Facilitate a culture of process management by assisting in process, program, project, controls, and risk management.Required Skills/QualificationsBachelor's degree (U.S. or foreign equivalent) in Computer Science, Information Technology, Engineering Systems Management, Business Administration, or related field and two (2) years of experience in the job offered or in a related role. Prior experience must include two (2) years of experience with the following: experience with process analysis, process improvements, process redesign, and cross-functional problem-solving; working with reporting and analytics software (including but not limited to Excel, Salesforce, or Snowflake); utilizing process mapping software (including but not limited to Lucidchart or Visio); interacting with all levels of the organization during assigned projects; understanding client requirements to develop processes and experience documents.GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.