Director, Business Process Re-Engineering

Coates Group • Chicago, IL

2d • $140,800 - $160,000

About The Position

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Director of Business Process Re-Engineering, is responsible for leading the transformation, standardization, and continuous improvement of end-to-end business processes. This role drives operational excellence across key functional areas including Sales Operations, Deployment/Installation, Supply Chain, Support Services, Finance, Account Management & International operations. The role leads a team of Business Process Specialists and acts as a strategic partner to cross-functional leaders, ensuring processes are scalable, efficient, customer-centric, and aligned with the needs of large QSR clients such as McDonald's, Dunkin', and Starbucks. The Director ensures seamless integration between hardware, software, and service delivery processes, enabling high-quality execution, faster deployments, and superior customer experience. The role also acts as the interface across Operations & Technology, ensuring process initiatives are effectively designed, prioritized and embedded into core systems to deliver sustainable scalable commercial outcomes.

Requirements

• Deep expertise in business process re-engineering, Lean, Six Sigma, and continuous improvement methodologies.
• Strong process mapping, modeling, and optimization skills.
• Understanding of enterprise systems and how they enable business processes.
• Experience with automation, digital workflows, and analytics tools.
• Ability to translate business strategy into actionable process transformation.
• Long-term vision combined with pragmatic execution.
• Leverage data to identify issues, quantify opportunities, track improvements.
• Strong problem-solving and root cause analysis skills.
• Deep understanding of customer needs in high-volume, multi-location environments like QSR.
• Focus on delivering processes that enhance customer experience/reliability
• Bachelor’s degree in Business, Engineering, Supply Chain, Information Systems, or related field (MBA or equivalent preferred).
• 10–15+ years of experience in business process re-engineering, operations, or transformation roles.
• Proven experience leading large-scale process transformation initiatives in a technology-enabled environment.
• Experience managing cross-functional teams in complex, matrixed organizations.
• Strong familiarity with end-to-end operational processes including sales operations, supply chain, deployment, and support.
• Experience working with enterprise systems (ERP, CRM, field service management platforms).
• Exposure to QSR, retail, or multi-site deployment environments is highly desirable.
• Demonstrated experience engaging with large enterprise customers.

Nice To Haves

• Exposure to QSR, retail, or multi-site deployment environments is highly desirable.
• MBA or equivalent preferred

Responsibilities

• Define and lead the BPR strategy aligned with business objectives, customer expectations, and global standards.
• Establish a multi-year transformation roadmap focused on process optimization, digitization, and scalability.
• Lead, coach, and develop a team of Business Process Specialists across multiple domains.
• Oversee the design and optimization of core processes spanning: Lead-to-Order (Sales Operations) Order-to-Deployment (Deployment/Installation) Plan-to-Deliver (Supply Chain) Issue-to-Resolution (Support Services)
• Ensure processes are integrated, standardized, and aligned across functions and geographies.
• Lead process mapping, value stream analysis, and re-engineering initiatives to eliminate inefficiencies and redundancies.
• Drive adoption of best practices, lean methodologies, and automation.
• Identify and implement opportunities for cost reduction, cycle time improvement, and service enhancement.
• Partner with BTS and product teams to align business processes with system capabilities (ERP, CRM, field service, and deployment tools).
• Drive requirements definition and ensure successful implementation of process-enabling technologies.
• Champion digital transformation, including workflow automation, analytics, and AI-driven insights.
• Ensure processes are designed to meet the operational realities and expectations of large QSR clients.
• Improve deployment speed, service responsiveness, and issue resolution timelines for customers.
• Act as a liaison between internal teams and customer stakeholders to resolve systemic issues.
• Establish governance frameworks, KPIs, and process ownership models.
• Ensure adherence to standardized processes while allowing flexibility for key customer requirements.
• Lead process compliance and audit readiness efforts.
• Lead change management efforts associated with process transformation initiatives.
• Ensure effective communication, training, and adoption of new processes and tools.
• Manage stakeholder resistance and drive alignment across functions.

Benefits

• annual market competitive bonus program
• Thrive Program” which includes a suite of flexible work options
• dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions)
• Global Wellness paid day off to recharge
• Give Back Day” to allow our Crew an opportunity to make an impact in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Director