Technical Process Optimization Manager

T-Mobile • Bellevue, WA

16h

About The Position

The Technical Process Optimization Manager in the Enterprise Program Office (EPO) is accountable for designing, implementing, and continuously improving the tooling and workflows that power the EPO operating model. This role acts as a tool-forward process owner, translating governance and delivery requirements into automated workflows, standardized intake and decision artifacts, routing and approvals, and reliable telemetry across the enterprise initiative lifecycle. Leveraging platforms such as ServiceNow (and related reporting tooling), the role builds and administers workflow solutions, defines process controls and “definition of ready” gates, and delivers measurable improvements in cycle time, transparency, and compliance. Success is measured by workflow adoption, reduction in manual effort and rework, improved decision readiness, and clear process performance metrics that enable leadership to steer with confidence.

Requirements

• Bachelor's Degree Computer Science, Information Technology, or related field (Required)
• 2-4 years - Applying Six Sigma or similar methodologies for process improvement within technical operations
• 4-7 years - Implementing and managing IT service management tools such as ServiceNow
• 7-10 years - Leading cross-functional teams in the design and implementation of technical business solutions
• ServiceNow Proficiency in using ServiceNow for managing IT services and operations. (Required)
• Six Sigma Knowledge of Six Sigma methodologies to improve business processes and reduce defects. (Required)
• Change Management Ability to manage and lead change within the organization to ensure successful adoption of new processes and technologies. (Required)
• Problem Solving Strong problem-solving skills to effectively address and resolve issues during critical operations. (Required)
• Cross Functional Relationships Proven ability to manage and enhance relationships across different functional areas within the organization. (Required)
• Process Improvement Experience in identifying and implementing process improvements to enhance business efficiency and effectiveness. (Required)
• Analytics Strong analytical skills to assess process performance and make data-driven decisions. (Required)
• Leadership Strong leadership qualities to guide teams and projects towards successful outcomes. (Required)

Nice To Haves

• Master's/Advanced Degree Business Administration or Information Systems (Preferred)
• Certified Business Process Associate (CBPA): Certification that validates knowledge and skills in business process management, focusing on process improvement and optimization. (Preferred)
• ITIL Certification: Certification that demonstrates understanding and application of IT service management best practices according to the ITIL framework. (Preferred)
• Six Sigma Certification: Certification that indicates expertise in the Six Sigma methodology for process improvement, which is crucial for analyzing and enhancing business processes. (Preferred)

Responsibilities

• Assesses operational processes to identify inefficiencies and areas for improvement
• Leads the design and implementation of technical solutions to enhance business operations
• Prioritizes major incidents, changes, and problem-solving initiatives within critical operations
• Evaluates the efficacy of current processes and integrates stakeholder feedback for optimization
• Provide enablement and adoption support (how-to guides, training, office hours, stakeholder communications) to drive consistent use of tools and process adherence.
• Triage and resolve workflow “production issues” (defects, misrouting, broken automations, reporting failures), coordinating fixes with platform teams and communicating impacts and workarounds.

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

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