Global Process Excellence and Continuous Improvement Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Global Process Excellence and Continuous Improvement Manager Role…

SiteMinder is building a Process Excellence function to drive operational efficiency, continuous improvement, and scalability across our Global Support organization. As the Global Process Excellence and Continuous Improvement Manager, you will establish and lead a high-performing team responsible for designing, documenting, optimizing, and maintaining critical support processes that directly impact customer experience and operational performance.

This is a strategic role that combines analytical rigor with stakeholder collaboration. You'll work cross-functionally with Customer Marketing, Learning & Development, Quality Assurance, Legal, Security and frontline support teams to identify improvement opportunities, implement sustainable solutions, and build a culture of continuous improvement. You'll translate data insights into actionable process changes and ensure consistent adoption through structured change management.

This role is ideal for someone who thinks end-to-end, connects dots across complex systems, sees patterns in data, and thrives at the intersection of strategy and execution.

What you’ll do…

Process Design & Optimization

• Design end-to-end processes for all new product rollouts, features, or initiatives that impact customers – ensuring seamless customer experience and operational readiness before launch
• Lead process improvement initiatives using Lean Six Sigma methodologies (DMAIC, Kaizen, PDCA) to optimize existing workflows
• Map current and future state processes using Value Stream Mapping and BPMN to identify inefficiencies and bottlenecks
• Conduct root cause analysis (5 Whys, Ishikawa, FMEA) to address systemic issues
• Create and maintain comprehensive process documentation, SOPs, and workflow diagrams

Data Analysis & Insights

• Analyze support case data and operational metrics to identify improvement opportunities and quantify business impact
• Build business cases for process changes using SQL, Excel, Power BI/Tableau, and statistical analysis tools
• Leverage predictive analytics and AI/ML to forecast trends and proactively address issues
• Establish baseline metrics and track post-implementation performance

Stakeholder Collaboration & Change Management

• Facilitate cross-functional workshops with agents, team leads, managers, and leadership to design and refine processes
• Partner with Learning & Development to create training programs for new and revised processes when required
• Collaborate with Global Support Operations to deliver ongoing briefings and enablement to frontline teams
• Manage resistance through structured change management (ADKAR, Kotter) and effective communication strategies
• Drive adoption and ensure sustained process adherence across teams

Continuous Improvement & Governance

• Proactively identify problem areas through ongoing monitoring, trend analysis, and frontline feedback
• Conduct periodic process audits to ensure adherence and identify gaps or drift
• Establish governance frameworks for process ownership, review cycles, and continuous iteration
• Champion a culture of continuous improvement through coaching and methodology training
• Stay current with emerging technologies (AI, automation, process mining) and industry best practices

Team Leadership & Strategic Alignment

• Build, mentor, and manage a team of 1-2 Process Improvement Analysts
• Set priorities, allocate resources, and manage multiple improvement projects simultaneously
• Connect process improvements to business outcomes (customer satisfaction, cost optimization, scalability)
• Present findings, recommendations, and ROI projections to senior leadership
• Contribute to long-term strategic planning for Global Support transformation

What you have…

• Bachelor's degree in Engineering, Operations Management, Business Administration, Industrial Engineering, or related field
• Lean Six Sigma Black Belt certification (mandatory)
• Project Management Professional (PMP) or equivalent project management certification (highly preferred)
• Change Management certification (Prosci, Kotter, or similar) is a plus
• 5-7+ years of experience in process improvement, operational excellence, or continuous improvement roles
• 2+ years in a leadership or team management capacity
• Strong background in hospitality industry, customer support, customer service, or BPO operations (highly preferred)
• Demonstrated success leading cross-functional process improvement initiatives with measurable business impact
• Experience implementing change management strategies in fast-paced, dynamic environments

Our Perks & Benefits…

• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• Flexibility to work in a Hybrid model (2-3 days in-office)
• Paid birthday, study and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERG) to help you connect and get involved
• Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.