Lead, Business Process Enablement
About The Position
The Lead, Business Process Enablement in the Service Excellence organization within Global Employee Services (GES) leads the design, implementation, and governance of the global business process architecture framework and daily operations across a worldwide service delivery organization. The role defines process architecture standards, establishes operational consistency, and maintains governance cadences that support scalable GES growth. It operates across complex, multi-regional environments in which processes are deployed iteratively as technology matures and business risk tolerance evolves. A central focus is architecting end-to-end operational boundaries and workflow handoffs between Managed Service Providers (MSPs) and FedEx personnel to support accountability, service quality, and continuity. The role serves as a strategic bridge between Global Process Functional Owners (GPFOs), operational leaders, and enterprise technology teams so that business operating models and employee journeys are clearly architected, governed, and enabled through core platforms. It partners with IT Product Owners, enterprise architects, and systems developers, with emphasis on business process strategy, operational excellence, vendor-FedEx operating design, stakeholder alignment, and documentation governance.
Requirements
- Bachelor's degree in computer science, engineering, information systems, or equivalent formal training or work experience.
- Five years of equivalent work experience in an information technology or engineering environment; a related advanced degree may offset the experience requirement.
- Demonstrated success architecting, standardizing, and governing processes and cross-functional handoffs across multi-tier delivery models, including MSPs, BPO partners, and global teams.
- Experience managing phased, iterative process implementations in evolving technology environments and balancing business risk acceptance with operational agility.
- Ability to design and establish a business process architecture framework, govern documentation standards, and manage daily operations within defined programs.
- Deep background in business operations and process architecture, with ability to define how work is done across complex organizational and partner boundaries.
- Demonstrated success serving as the primary operational partner to technology teams and translating business processes into functional enablement requirements across enterprise platforms.
- Exceptional facilitation skills and executive presence to lead high-stakes sessions with senior executives and reconcile differing viewpoints into agreed business flows.
Nice To Haves
- Seven or more years of progressive leadership experience in global business process design, operational excellence, operating model transformation, or shared services process governance.
- Lean Six Sigma Black Belt or Master Black Belt certification.
- Certified Business Process Professional (CBPP), BPM credential, or PMP/PgMP.
- Extensive strategy experience in a multinational Global Shared Services, Global Capability Center (GCC), or Fortune 500 corporate service environment.
- Direct experience leading the operational workstream for enterprise HR service delivery transformations involving MSPs, vendor transitions, and phased system implementations.
Responsibilities
- Design, implement, and govern the global business process framework and documentation standards across GES service towers, including modeling rules, quality criteria, and review cadences.
- Oversee daily process operations, including documentation-update intake, maintenance workflows across towers, and operational continuity.
- Direct the enterprise process repository strategy so process assets are centralized, easy to navigate, audit-ready, and maintained globally in an evergreen state.
- Establish process health scorecards, maturity benchmarks, and governance metrics for reporting to Service Excellence and GES leadership.
- Drive operational alignment and maintain structured documentation standards within program scope and strategic objectives.
- Architect global process interfaces, governance rules, and boundary handoffs between external MSPs and internal personnel.
- Establish standardized frameworks for operational accountability, SLA handoffs, and issue resolution across partner and internal teams.
- Partner with Vendor Management, GPFOs, and operational leaders to govern and document service transitions and SOW operationalizations.
- Act as the lead operational liaison to HR Technology and IT teams, ensuring technology initiatives enable documented business processes and operating models.
- Partner with technical teams to validate end-to-end integration flows and operational triggers across Workday, ServiceNow, and Odyssey, protecting business handoffs and service tiering.
- Oversee operational readiness so operational teams, GPFOs, MSP partners, and FedEx personnel receive updated SOPs and guidance ahead of major system deployments.
- Advise GPFOs, Talent Acquisition leads, Workforce Planning, HR Technology, and Total Rewards leaders on operational workflows.
- Facilitate consensus across functional and regional priorities and resolve cross-boundary handoff friction among executive stakeholders.
- Translate complex operational dependencies into structured business cases, executive updates, and governance roadmaps.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
