Business Process Owner

Recology Service Center • Sacramento, CA

2d • Hybrid

About The Position

The Business Process Owner leads the workstream for an assigned CRM process area, such as Customer Service, Collections, Post-Collections, Accounts Receivable, Reporting, or Dispatch. The role develops a standard solution and common process design and contributes to test cases, test execution and validation, data migration, change leadership, training, cut-over, go-live, release management, and stabilization. This is a hybrid role, expected to be in the office three days per week and remote the rest of the week.

The position serves as the primary point of contact for its CRM process area and owns gap analysis, process design, configuration, and training updates for CRM releases. It coordinates workstream schedules and resource needs, communicates potential financial impacts for budget approval, reports status, and identifies, resolves, or escalates risks, actions, issues, and decisions. The owner collaborates with other process owners, program and delivery leaders, vendors, change management, learning and development, IT, and business leadership.

With implementation consultant guidance, the owner aligns current processes with vendor future-state processes, identifies improvement opportunities, documents process and functional changes, contributes to RICE catalogs and gap analysis, supports data mapping, and approves data validation and testing validations. The role builds and supports a Subject Matter Expert network, contributes to change and training strategies, delivers process-area training, and supports cut-over, go-live, and stabilization activities. Other duties may be assigned.

Requirements

• Any combination of education and experience that provides the required knowledge, skills, and abilities; the typical qualifying background includes the listed education and experience.
• High school diploma or GED required.
• Valid driver’s license required.

Nice To Haves

• Six or more years of waste management experience, including significant experience in the assigned process area, preferred.
• Experience in process design and optimization preferred.
• Experience in complex system implementation preferred.
• Bachelor’s degree preferred.

Responsibilities

• Lead the workstream for an assigned CRM process area and serve as its point of contact and communication lead.
• Own and complete gap analysis, process design, configuration, and training updates for CRM releases.
• Manage the workstream timeline and resource needs.
• Communicate potential financial impacts of process designs to the CRM program lead for budget approval.
• Produce the CRM Process Area Status Report.
• Identify, resolve, and escalate workstream risks, actions, issues, and decisions.
• Partner with other Business Process Owners, program and release leaders, CRM vendors, Change Management, Learning & Development, IT, and business leadership to anticipate resource, financial, and future process impacts.
• Review training strategy and plans, including signing off on training content.
• Partner with the Change Management Lead to plan how business changes will be communicated to stakeholders.
• Identify and track realization of business benefits during and after implementation.
• Align current-state processes with vendor future-state processes and standardize them, with guidance from implementation consultants.
• Identify and design process improvement and business benefit opportunities using future-state processes.
• Document process and functional changes.
• Provide input to the RICE object catalog and gap analysis.
• Assist with data mapping for conversions and serve as final approver for data validation.
• Develop test scenarios and serve as final approver for testing validations.
• Develop and maintain a Subject Matter Expert network to socialize processes and gather feedback on processes and functional requirements.
• Work with the SME Network to execute change and training strategies developed by the Change Management Leader.
• Deliver training for the assigned process area with Learning & Development support.
• Support cut-over planning, go-live, and stabilization activities.
• Perform other duties as assigned.

Benefits

• Paid time off and paid holidays.
• Medical, dental, and vision benefits.
• Retirement plans, including an Employee Stock Ownership Plan and a 401(k) with match.
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.
• The company describes its benefits as terrific and offers an ecologically innovative, employee-owned workplace and a culture centered on community, diversity, altruism, accountability, collaboration, and learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED