Director, Business Process Improvement

The Role

In this role, you will be an individual contributor supporting cross-functional operating model change and transformation by framing complex problems, mapping current state processes, and designing and implementing improvements across people, process, technology, and governance. To be successful, you have demonstrated experience applying structured methodologies to diagnose operational challenges, propose future state solutions, and lead implementation that delivers measurable business performance improvement. You will regularly collaborate with business leaders at all levels and their teams to observe operations, analyze data, and design, develop, and deploy practical solutions. Directors quickly become proficient on detailed and complicated subject matter to develop well-supported, data-driven recommendations for business improvement. You will also evolve the tools and standards we apply to optimize our team's value proposition.

This role differs from traditional IT solutions, project management, and product development roles, with a stronger emphasis on hands on process improvement & delivery.

The Expertise and Skills You Bring

Successful candidates will be able to demonstrate and share specific examples of their prior experience, and how it aligns to the expertise and skills listed below:

• 8+ years of experience delivering quantifiable business performance improvement through hands-on process improvement and operational change in large organizations
• Framing complex, ambiguous business problems clearly, identifying root causes, and structuring a path from current state to future state
• Conducting current state process mapping and observation to identify waste, friction, and improvement opportunities across large, complex organizations
• Designing and implementing future state processes using Six Sigma, Lean, and quality management methodologies
• Supporting business operations teams to identify business problems, generate solutions, plan, and implement changes that improve business performance
• Leading large-scale improvement initiatives with multiple workstreams, from problem framing through implementation
• Working independently to achieve expected business outcomes and operational excellence
• Delivering expected results with high business partner satisfaction and within schedule and budget
• Conducting process and data analysis including cost benefit analysis, modeling, process mapping, workflow observation, and data flows
• Experience with digital solutions and ability to facilitate operations and technical teams to eliminate manual processes through automation
• Business writing and creating content in PowerPoint to clearly communicate problem framing, current/future state, and recommendations to leadership at all levels
• Passion for improving all aspects of our business and removing operational friction
• Strength in translating data and process observation into clear, actionable insights that support unbiased recommendations
• Structured problem-solving grounded in observation, data, and industry-standard improvement methodologies — balanced with an innovative spirit and practicality
• Options and recommendations generation rooted in rigorous current state analysis and value-based prioritization
• Ability to synthesize requirements for user experiences, business capabilities, and technology enablers
• Curiosity and investigative rigor to explore root causes through observation, data analysis, and stakeholder interviews
• Communication that is clear and concise verbally and impactful and easy to consume in written and visual form
• Skilled facilitation of large working sessions of cross-functional team members
• Accountability for outcomes that are often achieved through partnerships and influence of peers and leaders
• Program leadership across multiple workstreams and complex operational scenarios
• Adaptability to evolving and sometimes ambiguous business challenges
• Effective at navigating complexity and creating focus on what truly matters
• Demonstrated experience in an operational excellence, continuous improvement, or process engineering capacity — internal COE or industry operations experience preferred
• Financial Services / Benefits Outsourcing industries experience, preferred

The Team

Performance Delivery is a center of excellence serving as an operational improvement partner to business leaders — focused on diagnosing problems, mapping processes, and deploying practical solutions within Fidelity's Workplace Investing's (WI) Sales, Service, and Operations. We deliver value across a broad portfolio of cost and revenue improvement while focusing on risk reduction, quality improvement, customer satisfaction, associate experience, and strategic enablement. Every associate has a meaningful role adding to the team's bench strength, standard practices, and career development.