Process Excellence Lead

People Experience (PX)


Process Excellence Lead

  • R10871
  • Remote, United States
  • People Experience (PX)
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

PX Process Excellence Lead

The PX Process Excellence Lead, supports and facilitates process improvement initiatives across multiple PX COEs at Zoom for both strategic and continuous process improvement efforts. Strategic and transformational support includes design and support throughout implementation to ensure people/ process / technical solutions align with strategic initiative while driving consensus among business units including process ownership and governance.  

Design activities include the documentation, management and oversight of end-to-end workflow process analysis ensuring improved productivity, cost effectiveness, appropriate embedding of Key Performance Indicators, and appropriate controls for both regulatory and compliance considerations.  

Provides consultative services and analytic support to PX and business management leveraging LEAN practices, Six Sigma methodologies and tools, capacity planning, resource allocation, work simplification, service level management, organizational design, consolidation, performance measurement systems, productivity improvement and expense control.    


  • Support or lead the definition, scoping, chartering efforts for PX business process analysis/design projects related to process improvement initiatives assuring optimal business and functional delivery of the strategic delivery framework  

  • Provide process and business consultation services which include research, analysis facilitation, process modeling, and business process improvement techniques to propose and implement business and system solutions that meet strategic objectives

  • Provide and support periodic reporting to leadership on assigned project activities  

  • Establish and maintain strong working relationships across business unit/area level of management continuing to promote and continually broaden the level of business knowledge and the impact of quality/process improvement projects and programs

  • Participate in planning sessions with business owners to improve business processes and to prioritize and drive process re-engineering initiatives including process ownership and governance

  • Participate and support business case development process to identify change execution impacts to people, process, and technology solutions to achieve business objectives

  • Participate and support the Change Execution Process assuring resource alignment/impacts are aligned with the process governance model

  • Drive comprehensive business process standards, analysis and measurement to assigned projects including the definition of business process modeling standards for assigned projects and evolve Zoom’s Business Process Management Nomenclature standards 

  • In collaboration with release planning and implementation functions across varying divisions and business platforms

  • Ensures all changes to processes are reflected in the repository of process documentation

  • Access and analyze processes, data points, and controls to determine sub-optimal performance, communicate findings clearly and effectively and make recommendations for improvement

  • Identify root causes of problems and demonstrate the ability to develop and make recommendations for solutions to mitigate root cause


Requirements & Skills

  • Strong Facilitation skills

  • Strong verbal and written communication skills

  • Ability to use statistical assessment to quantify opportunities and to achieve process optimization 

  • Knowledge of the roles and deployment of change execution

  • Knowledge of Business Process Modeling concepts and components and their respective application 

  • Knowledge and understanding of PX Business Process Engineering standards/protocols

  • Knowledge and understanding of process improvement Tools and Methodologies

  • Knowledge of Human Resources business processes and functions (e.g., recruitment, job leveling and compensation, position management, on-boarding, off-boarding, absence management, benefits enrollment, organizational design)

  • Understanding of the principles and practices of enterprise-wide SaaS solution implementations, optimizations, analysis and design

  • Workday experience preferred


  • Analyzing & Interpreting Data – Drawing meaning and conclusions from quantitative and/or qualitative data

  • Critical Thinking – Analytically and logically evaluating information, propositions, and claims

  • Professional & Technical Expertise – Applying technical subject matter to the job

  • Attention to Detail – Focusing on the details of work content, work steps, and final work products

  • Oral Communication – Engaging effectively in dialogue

  • Self-Management – Showing personal organization, self-discipline, and dependability

  • Presentation Skill – Formally delivering information to groups

  • Writing – Communicating effectively in writing

  • Customer Focus – Attending to the needs and expectation of customers

  • Relationship Building – Establishing rapport and maintaining mutually productive relationships

  • Leveraging Technology – Applying technology for improvements in organizational efficiency and effectiveness

  • Project Management – Planning and tracking projects to ensure the on-time, on-budget, and achieve their objectives


  • Bachelor’s degree in Business Administration, Economics, or closely related field

  • Preferred Master’s Degree in Business Administration

Required Experience

  • Ten (10) years of progressive experience as a Consultant delivering projects at a top management consulting firm. Experience must include two (2) or more years of previous “Big-4” consulting experience (Ernst & Young, Deloitte, PwC, and KPMG).

  • Five (5) - seven (7) years of experience managing small to medium projects across multifunctional teams

  • Experience performing process improvement, strategic planning and design, business transformations, M&A integration planning, executive stakeholder management, change management, business analysis and business case development, and program / project management for enterprise-wide projects for Fortune 500 companies. Experience must include process improvement, op model, and organizational design in Human Resources.

  • Advanced analytical and communication skills leveraging Google Workspace (Sheets, Docs, Slides, etc.) 

  • Experience in the telecommunications, business technology, and consumer products industries.


Preferred Licenses & Certifications

• Project Management Professional (PMP)

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

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