Lean Six Sigma Black Belt
Job Description: Lean Six Sigma Black Belt - Data Center Services & Customer Experience
We are seeking a results-driven Lean Six Sigma Black Belt to lead strategic process improvement initiatives across global data center operations. This role focuses on enhancing the customer experience, optimizing infrastructure lifecycle processes, and driving measurable improvements in service delivery and satisfaction.
Key Responsibilities:
- Process Improvement Leadership: Lead cross-functional Lean Six Sigma projects to improve the build and decommissioning processes of data center infrastructure, including bare metal, colocation, and managed services.
- Customer-Centric Design: Apply Design for Delight and customer experience methodologies to transform B2B service desk environments, improving responsiveness and satisfaction.
- Operational Excellence: Drive improvements in space and power provisioning, custom cage deployments, and power meter-based billing through data-driven analysis and root cause elimination.
- Case Management Optimization: Redesign case-to-ticket workflows using parent-child structures to enhance support efficiency and transparency.
- Voice of the Customer Programs: Lead initiatives to improve Net Promoter Score (NPS) and Customer Satisfaction (CSAT), using Six Sigma tools to identify and eliminate pain points.
- Contractual and Billing Alignment: Ensure operational processes align with customer contracts, SLAs, and billing models.
- Change Management: Champion a culture of continuous improvement, coaching Green Belts and stakeholders on Lean Six Sigma principles.
Key Skills & Experience:
- Certified Lean Six Sigma Black Belt with a track record of successful project execution in complex technical environments.
- Experience in data center operations, including colocation, managed services, and infrastructure lifecycle management.
- Strong understanding of customer experience design in enterprise/B2B service environments.
- Proficiency in statistical analysis, process mapping, and root cause analysis.
- Familiarity with infrastructure billing models, including power meter-based billing and space/power planning.
- Excellent communication, facilitation, and stakeholder engagement skills.
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