Owner Connections Process Lead

Polaris•Plymouth, MN

About The Position

The Owner Experience Process Lead identifies, investigates, and resolves complex owner issues and process breakdowns that affect the customer experience. Serving as a central coordinator, you connect the appropriate teams, systems, and business partners to address immediate concerns and determine why issues occur. Through root cause analysis, operational data, and stakeholder input, this role develops sustainable improvements that reduce recurring issues and owner friction. You will have the opportunity to influence cross-functional processes and improve the owner experience at scale. Successful candidates are naturally curious, action-oriented problem solvers who refuse to accept unresolved issues or inefficient processes. They thrive in ambiguous situations, challenge the status quo, and are motivated by creating meaningful operational improvements that enhance the owner experience at scale.

Requirements

Experience leading process improvement initiatives, operational excellence projects, or continuous improvement efforts.
Demonstrated ability to identify root causes and implement sustainable corrective actions.
Strong systems-thinking skills with the ability to connect individual customer issues to broader organizational processes.
Strong communication and facilitation skills, including the ability to simplify complex information and build understanding across organizational levels.
Demonstrated ability to influence and drive accountability across multiple business functions without direct authority.
Ability to work effectively in ambiguous situations and navigate complex organizational environments.
Proactive, curious approach to identifying unresolved issues and improving existing processes.

Responsibilities

Monitor escalated owner cases and operational workflows to identify delays, bottlenecks, recurring issues, and process failure points.
Independently investigate complex owner issues using data, business processes, and stakeholder input to determine root causes.
Drive issue resolution by engaging appropriate business partners, coordinating work across functions, and maintaining accountability through completion.
Develop corrective action plans that address immediate owner concerns and underlying process deficiencies.
Analyze owner contacts, escalation trends, and operational data to identify systemic improvement opportunities.
Lead cross-functional process improvement initiatives that reduce owner friction and improve organizational efficiency.
Recommend enhancements to policies, systems, and workflows based on emerging trends and business insights.
Partner with business leaders to prioritize improvement opportunities, build alignment, and implement sustainable changes.
Escalate risks, barriers, and unresolved issues as necessary to support timely owner outcomes.
Provide concise, timely updates to the Polaris Leadership Team, including relevant background, recommendations, and action items.
Measure the effectiveness of implemented solutions and identify opportunities for additional improvement.
Create and maintain processes, standard operating procedures, and knowledge resources that help reduce future escalations.