About the Role
We're looking for a Business Process Engineering Lead to help build the tools that guide customer support teams through complex policy decisions. This role blends process improvement methodology with hands-on technical execution - you'll translate business policy into structured, step-by-step decision flows and build them out on a modern low-code/no-code platform. It's a tactical, execution-focused role for someone who enjoys turning ambiguity into clear, usable systems that have a direct impact on the people who use them.
Key Responsibilities
- Lead cross-functional project teams to design and implement operational process changes
- Translate business policy and requirements into structured, step-by-step decision tooling used by frontline teams
- Build, configure, and test decision tools on a low-code/no-code platform - including writing conditional logic, assembling modules, and creating test cases
- Support tools through a full development lifecycle: build, quality testing, and deployment
- Partner with technical teams to scope and request new system components when needed
- Build relationships with cross-functional stakeholders to gather requirements and translate them into technical specifications
- Develop metrics and measurement systems to track process performance and surface improvement opportunities
- Collect and analyze data to identify root causes of operational issues
- Research and apply industry best practices, leading initiatives to implement them
- Build cost/benefit analyses and business cases for proposed improvements
- Present opportunities and progress updates to senior leadership and stakeholders
- Diagram and evaluate existing processes; build functional designs mapping workflows and requirements
- Apply Failure Modes and Effects Analysis (FMEA) to identify and mitigate process risks
Qualifications
Required:
- 5+ years of post-graduate experience in operations, with a technical or engineering-adjacent background (industrial engineering, technical business analysis, or manufacturing operations strongly preferred)
- Demonstrated experience building or working with decision tooling - translating policy or business logic into structured, step-by-step workflows
- Comfort working through a technical build/test/deploy cycle, even without traditional software engineering experience
- Strong stakeholder management skills, including the ability to gather business requirements and translate them into technical specifications
- General business process improvement experience (Lean Six Sigma or equivalent methodology)
- Intermediate Excel and analytics capability
- Comfortable working in ambiguous, fast-moving problem spaces
Preferred:
- Lean Six Sigma Green Belt or Black Belt certification (equivalent hands-on experience also considered)
- Customer service or contact center operations background (experience from other industries is equally valued)
- Prior experience with low-code/no-code tooling platforms
- Ability to travel periodically for in-person project work (up to 20%)
Key Details
- Start Date: September 22, 2026
- Duration: 12 months
- Location: Remote (within the U.S.)
- Work Schedule: Full-time, 40 hours/week (Monday-Friday)
- Pay Rate: $75-$85/hour
- Work Authorization: Must be authorized to work in the U.S. without sponsorship.
- Engagement: W2 Contract role through Maleda Tech.
