Jobs for People with MS: National MS Society

Role Overview:

As CSG Process Improvement Architect at McAfee, you will be responsible for designing and optimizing processes to enhance efficiency and effectiveness within the Customer Success group. You will lead the implementation of new processes, including overseeing process improvement pilot testing and ongoing refinements based on performance data and feedback. Your role is crucial in driving continuous improvement initiatives that align with McAfee’s strategic objectives and enhance the overall customer experience.

This position is located in either San Jose, CA or Frisco, TX. You will be required to be onsite on an as-needed basis. We are only considering candidates within a commutable distance to one of the two locations and are not offering relocation assistance at this time.

About the Role:

• Process Design & Optimization: Design and optimize processes that improve efficiency, reduce costs, and enhance the customer experience. Utilize data and best practices to develop processes that are scalable, sustainable, and aligned with McAfee’s business goals.

• Implementation & Pilot Testing: Lead the implementation of new processes, including overseeing pilot tests to validate their effectiveness through the use of the Testing Team. Ensure that processes are thoroughly tested and refined based on performance data and stakeholder feedback before full-scale deployment.

• Feedback Loop Ownership: Serve as the key owner of feedback loops for process improvement initiatives, ensuring continuous refinement and process adaptability. Regularly review performance metrics and stakeholder feedback to identify areas for further enhancement.

• Collaboration & Stakeholder Engagement: Collaborate closely with the Legal, Process Design Analyst, Marketing, Performance Improvement Champions, and other key stakeholders (e.g., Quality, VMO, Technology, Shared Services, etc.) to ensure that process changes are effectively communicated and integrated across the organization. Engage with teams to gather input and foster buy-in for process improvements.

• Documentation & Standards: Develop and maintain comprehensive documentation of processes, including standard operating procedures (SOPs), guidelines, and best practices. Ensure that documentation is clear, accessible, and kept up to date.

• Continuous Improvement: Partner with the PMO team and Identify optimization opportunities and drive initiatives that enhance operational performance. Stay informed about industry trends and emerging technologies that could benefit McAfee’s processes.

About You:

• 5+ years of experience in process improvement, with a strong background in designing and optimizing processes within a customer service or operational environment. Familiarity with process improvement methodologies such as Lean, Agile, or other relevant frameworks is desirable but not required.

• Strong analytical skills with the ability to use data to drive decisions and improvements. Proficiency in process mapping and optimization tools such as Visio.

• Proven ability to manage projects, with a focus on delivering results on time and within scope. Experience in leading pilot testing as a key stakeholder and manage the implementation of new processes.

• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and influence stakeholders. Experience in facilitating workshops or meetings to gather input and drive consensus.

• A meticulous approach to process design, with a focus on accuracy, consistency, and alignment with business goals. Ability to develop comprehensive documentation that supports the adoption and sustainability of new processes.

• A forward-thinking approach with the ability to adapt processes in response to changing business needs and feedback. Committed to staying updated on best practices and continuously seeking ways to improve.

• A proactive continuous improvement agent who takes initiative to drive effective change. Ability to inspire others to embrace process improvement to contribute to McAfee’s success.

#LI-Hybrid

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program

• Pension and Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.