Business Process Engineering Lead

Maleda Tech

4d•$75 - $85•Remote

About The Position

We're looking for a Business Process Engineering Lead to help build the tools that guide customer support teams through complex policy decisions. This role blends process improvement methodology with hands-on technical execution - you'll translate business policy into structured, step-by-step decision flows and build them out on a modern low-code/no-code platform. It's a tactical, execution-focused role for someone who enjoys turning ambiguity into clear, usable systems that have a direct impact on the people who use them.

Requirements

5+ years of post-graduate experience in operations, with a technical or engineering-adjacent background (industrial engineering, technical business analysis, or manufacturing operations strongly preferred)
Demonstrated experience building or working with decision tooling - translating policy or business logic into structured, step-by-step workflows
Comfort working through a technical build/test/deploy cycle, even without traditional software engineering experience
Strong stakeholder management skills, including the ability to gather business requirements and translate them into technical specifications
General business process improvement experience (Lean Six Sigma or equivalent methodology)
Intermediate Excel and analytics capability
Comfortable working in ambiguous, fast-moving problem spaces

Nice To Haves

Lean Six Sigma Green Belt or Black Belt certification (equivalent hands-on experience also considered)
Customer service or contact center operations background (experience from other industries is equally valued)
Prior experience with low-code/no-code tooling platforms
Ability to travel periodically for in-person project work (up to 20%)

Responsibilities

Lead cross-functional project teams to design and implement operational process changes
Translate business policy and requirements into structured, step-by-step decision tooling used by frontline teams
Build, configure, and test decision tools on a low-code/no-code platform - including writing conditional logic, assembling modules, and creating test cases
Support tools through a full development lifecycle: build, quality testing, and deployment
Partner with technical teams to scope and request new system components when needed
Build relationships with cross-functional stakeholders to gather requirements and translate them into technical specifications
Develop metrics and measurement systems to track process performance and surface improvement opportunities
Collect and analyze data to identify root causes of operational issues
Research and apply industry best practices, leading initiatives to implement them
Build cost/benefit analyses and business cases for proposed improvements
Present opportunities and progress updates to senior leadership and stakeholders
Diagram and evaluate existing processes; build functional designs mapping workflows and requirements
Apply Failure Modes and Effects Analysis (FMEA) to identify and mitigate process risks