Director, Business Process Re-Engineering

Responsibilities

•Define and lead the BPR strategy aligned with business objectives, customer expectations, and global standards.

•Establish a multi-year transformation roadmap focused on process optimization, digitization, and scalability.

•Lead, coach, and develop a team of Business Process Specialists across multiple domains.

•Oversee the design and optimization of core processes spanning: Lead-to-Order (Sales Operations) Order-to-Deployment (Deployment/Installation) Plan-to-Deliver (Supply Chain) Issue-to-Resolution (Support Services)

•Ensure processes are integrated, standardized, and aligned across functions and geographies.

•Lead process mapping, value stream analysis, and re-engineering initiatives to eliminate inefficiencies and redundancies.

•Drive adoption of best practices, lean methodologies, and automation.

•Identify and implement opportunities for cost reduction, cycle time improvement, and service enhancement.

•Partner with BTS and product teams to align business processes with system capabilities (ERP, CRM, field service, and deployment tools).

•Drive requirements definition and ensure successful implementation of process-enabling technologies

•Champion digital transformation, including workflow automation, analytics, and AI-driven insights.

•Ensure processes are designed to meet the operational realities and expectations of large QSR clients.

•Improve deployment speed, service responsiveness, and issue resolution timelines for customers.

•Act as a liaison between internal teams and customer stakeholders to resolve systemic issues.

•Establish governance frameworks, KPIs, and process ownership models.

•Ensure adherence to standardized processes while allowing flexibility for key customer requirements

•Lead process compliance and audit readiness efforts.

•Lead change management efforts associated with process transformation initiatives.

•Ensure effective communication, training, and adoption of new processes and tools.

•Manage stakeholder resistance and drive alignment across functions.

Capabilities

•Deep expertise in business process re-engineering, Lean, Six Sigma, and continuous improvement methodologies.

•Strong process mapping, modeling, and optimization skills.

•Understanding of enterprise systems and how they enable business processes.

•Experience with automation, digital workflows, and analytics tools.

•Ability to translate business strategy into actionable process transformation.

•Long-term vision combined with pragmatic execution.

•Leverage data to identify issues, quantify opportunities, track improvements.

•Strong problem-solving and root cause analysis skills.

•Deep understanding of customer needs in high-volume, multi-location environments like QSR.

Focus on delivering processes that enhance customer experience/reliability

Qualifications

•Bachelor’s degree in Business, Engineering, Supply Chain, Information Systems, or related field (MBA or equivalent preferred).

•10–15+ years of experience in business process re-engineering, operations, or transformation roles.

•Proven experience leading large-scale process transformation initiatives in a technology-enabled environment.

•Experience managing cross-functional teams in complex, matrixed organizations.

•Strong familiarity with end-to-end operational processes including sales operations, supply chain, deployment, and support.

•Experience working with enterprise systems (ERP, CRM, field service management platforms).

•Exposure to QSR, retail, or multi-site deployment environments is highly desirable.

•Demonstrated experience engaging with large enterprise customers.