Full-Time Business Process Manager

Responsible for leading the standardization, optimization, and monitoring of the organization’s key operational processes to drive efficiency, quality, and agility in internal workflows and service delivery to end clients.

This role will work cross-functionally with the Services, Human Resources, Finance, Technology, and Marketing & Sales teams to ensure processes are aligned with the strategic goals of consolidation and continuous improvement, while fostering a culture of innovation and team empowerment.

Roles, responsibilities, and key functions:

1. Design, document, and standardize key operational processes, ensuring alignment with quality standards and organizational goals.
2. Implement and monitor the adoption of standardized processes across all functional areas, promoting consistency and efficiency.
3. Identify opportunities for continuous improvement using data analysis and team feedback.
4. Ensure operational processes comply with external compliance standards.
5. Drive process automation by integrating technological tools, in collaboration with the Technology team.
6. Develop and implement dashboards and monitoring tools to measure process performance.
7. Collaborate with department leaders to ensure processes support the specific objectives of each area.
8. Facilitate training sessions and workshops for teams on new processes and management tools, promoting a culture of adoption and improvement.
9. Manage process optimization projects, from planning to execution and outcome evaluation.
10. Ensure quality standards are met throughout all processes.
11. Serve as a point of contact for resolving process-related issues, working closely with squads and operational teams.
12. Provide regular reports to General Management on the progress and results of process improvement initiatives.

Experience:

• Minimum of 3 years of experience in process management, continuous improvement, or similar roles, preferably in software or technology service companies.
• Proven experience in the design, implementation, and monitoring of operational processes, focusing on standardization and optimization.
• Knowledge of process improvement methodologies such as Lean, Six Sigma, or BPMN (certification in one of these areas is desirable).
• Previous experience working with cross-functional teams and leading organizational change projects.
• Ability to analyze data and generate actionable reports, with experience using tools such as Power BI, Tableau, or similar.
• Excellent communication and training skills, with the ability to influence and promote change adoption across diverse teams.

Other skills:

• Cross-functional understanding of the financial implications across all areas of the business, including services.
• Operational risk management perspective.
• Strong understanding of operations and products, as well as the technical aspects of service management.

Academic Background:

• Degree in Industrial Engineering or a related field.

Language:

• English proficiency at C1 level or higher.

Benefits:

• 100% work remote from any part in Costa Rica.
• Digital Nomad.
• Monthly Internet connectivity allowance.
• Private health insurance for employees (90/10), 50% for beneficiaries (spouse and children).
• International Health Insurance.
• Marriage leave.
• Bereavement leave.
• Sick days.
• Ergonomic equipment.
• Educational assistance (courses, certifications, books).
• Life insurance for employees.
• $800 referral bonus.
• Personal support through our wellness department.
• Dental insurance.
• Optical insurance.
• Snacks and beverages if you want to work at the office.
• Free Parking.
• Meal allowance if you want to work at the office.
• Flex time.

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