Process Architecture Manager

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Process Architecture Manager defines and maintains the CXM channels process framework. This role ensures that business processes are aligned with the company's strategic goals, scalable for growth, and integrated across various functions. As a high-level individual contributor, you will act as a consultant to stakeholders, providing the architectural standards and analytical insights needed to drive operational excellence and digital transformation.

• Process Discovery & Documentation: Conduct interviews, workshops, and day-in-the-life observations to capture current-state (AS-IS) workflows. Translate these findings into standardized process maps, ensuring every step, decision point, and hand-off is clearly defined.

• Gap & Pain Point Analysis: Analyze existing processes to identify bottlenecks, redundancies, and manual workarounds. You will quantify the impact of these inefficiencies (e.g., wasted time, increased cost, or error rates) to prioritize areas for redesign.

• Future-State (TO-BE) Design: Design optimized workflows that streamline operations. This involves creating blueprints for new processes that incorporate best practices, reduce complexity, and leverage available technology to improve speed and quality.

• Standard Operating Procedure (SOP) Development: Author and maintain the comprehensive how-to documentation (SOPs) that supports the process maps. You ensure that these documents are written in a way that is easily understood by the end-users who execute the work daily.

• Data-Driven Diagnostics: Monitor and report on Process KPIs (Key Performance Indicators). You will use data to validate whether a process is performing as intended and identify trends that suggest a process is beginning to drift or fail.

• Stakeholder Alignment & Facilitation: Act as the neutral facilitator between different departments Process Owners to resolve turf wars over process ownership. You ensure that everyone agrees on where one person's job ends and the next person's begins.

• Requirement Translation for IT/Automation: Partner with technical teams to define the business requirements for automation (e.g. Use of AI tools) or software updates. You act as the translator, ensuring that the technology is built to support the process, rather than forcing the process to fit the technology.

• Change Support & Validation: Support the implementation of new processes by assisting with training and user acceptance testing (UAT). Post-implementation, you perform health checks to ensure the new design is being followed and is delivering the expected results.

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.