Process Improvement Manager (Remote)

Company: FLEETCOR
Location: Austin
Posted on: May 14, 2022

Job Description:

Job Title: Process Improvement Manager - Success Advocate

Summary

The Fleetcor Success Advocate serves as an improvement agent that constantly seeks for opportunities to improve the overall customer experience. A process improvement manager studies the various stages of a project and breaks them down into individual steps. In this career, your job duties are to research information on current features of a process and make recommendations to management on how to improve quality process problems to reduce errors. The ideal candidate has the ability to see the "Big Picture" beyond the initial request, dig to the root cause and effectively push the needle to resolution. The Success Advocate Process Improvement Manager serves as a liaison and Subject Matter Expert between departments and business stakeholders, by being an expert at building relationships and acting as the primary owner of delivery. This team member effectively supports and advocates for the customer experience; internal and external customers.

Here is what an ordinary day of work might look like
Research escalated issues and provides root cause analysis. Also seeks best recommendation for a permanent solution
Participate in product development and client meetings as needed
Manage moderately complex projects and/or workstreams within larger projects
Review NPS results, verbatim, complaints, escalations, open items or any source of information in order to identify short-term root cause and long-term controllable improvement plans that are expeditiously communicated to the agent population
Provide advice and recommendations on improving team results, policies, and processes, as well as provide major contributions to the accomplishment of team goals.
Partner with Supervisors or leaders to ensure end to end communication is tracked and complete.

oCommunicate status, results, trends to management
Determine business impacts and course of action of FLEETCOR changes needed to drive positive customer experience
Effectively communicate to leadership, training and communication team of upcoming company changes/products/process/technology
Support training and curriculum designing team on creating communication/training that will enhance our operation

In Addition, An Ordinary Day Could Include These Actions

oWriting enhancement stories for development

oManaging each recommended solution through to completion

oLeaning on the relationships of departments and stakeholders to drive ultimate resolution/solutions

Qualifications
Strong working knowledge of all Microsoft Office computer applications
Advanced knowledge of FLEETCOR's products and services, operational flows, internal/external support resources, PC and Mainframe application software, and platforms is preferred
Solid understanding of FLEETCOR's customer service processes that are related to products/services is desirable

Education/Experience
Minimum High School Diploma or GED required
Associates or Bachelor's degree preferred
2-5 years' Customer Relationship experience and/or equivalent combination of education and experience is required

#Remote

About The Company

FLEETCOR Technologies, Inc. ("FLEETCOR") is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.
$2.4B Annual Revenue
600,000 Directly Served Business Clients
2.6B+ Transactions per Year
8,400+ Employees

(as of December 31, 2020)

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor's product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

FLEETCOR Enjoys Global Recognition Including
Forbes Global Growth Champion - FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista
Forbes World's Most Innovative Companies - FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!
Fortune 1000 Company - FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking#872
S&P 500 - In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

Our Vision

Despite many advances in our industry, the majority of business payments are still made with outdated and inferior payment methods, such as checks and cash. We envision a business world where every purchase is controlled, every payment is digital, and every payment-related decision is well-informed. In this future paperless state, payments will require little to no time to manage, leaving companies with more time for what matters most: activities that grow their businesses.

Our Mission

FLEETCOR's mission is to provide businesses with a better way to pay, by replacing outdated payment methods such as checks and cash, and displacing the incumbent providers of those methods. Through the digitalization of payments, we create and support robust ecosystems which benefit all participating constituents: payment-making customers, payment-accepting merchants, tax-collecting governments, and FLEETCOR.

Our Strategy

FLEETCOR is a growth company, and we employ a simple three-prong strategy for growing our business:
More Customers. We invest more than $200 million per year in sales and marketing, predominately focused on new customer acquisition. We continue to scale existing sales channels and headcount, enable our sales people with demand generation and other tools, and launch new distribution channels both internally and through partners such as ERP software providers, telematics companies, and banks. We will also grow our customer base inorganically through acquisitions.
More Spend. We seek to leverage our existing customer relationships and capture greater share of their business payment expenditures. As such, we have developed various "beyond" initiatives, where we extend the utility of an existing payment product without degrading the core value proposition of the original product. As such, a customer can "buy more stuff" without sacrificing the controls and reporting which attracted the customer to our product to begin with. For example:
Our Fuel card customers can enable their cards to allow non-fuel purchases relevant to their business, like allowing a painting crew to buy supplies at a home improvement store, so they can finish the paint job.
Our Toll tag customers can use their in-vehicle RFID tags to make other "on the go" purchases like parking, fuel and fast-food.
For our customers, these product extensions reduce payment friction, saving them time and operational headaches. For FLEETCOR, these product extensions can increase our share of wallet with existing customers and can increase our products' appeal and applicability to previously-unserved customer segments (e.g., non-toll urban dwellers). We also create new product offerings, developed internally or in conjunction with partners, to cross-sell to our existing customer base.
More Geographies. We continue to seek attractive entry opportunities in major international markets, which we intend to pursue through acquisitions and partnerships.

Our Commitment to Diversity, Equality, Inclusion, Belonging

We Are Therefore Committed To Building And Nurturing a Culture Of Diversity, Inclusion, And Belonging By

Together we can foster true belonging.We know different ideas, perspectives and backgrounds lead to better innovation and results.
Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
Empowering our people to share their experiences and ideas through open forums and individual conversations; and
Valuing each person's unique perspectives and individual contributions.

Embracing diversity enables our people to "make the difference" at FLEETCOR.

Our Values

Our Entrepreneurial Spirit Remains Strong Across Our Global Workforce, And We Reinforce These Principles In Our Five Core Values

FLEETCOR's culture reflects our history of fast growth and our continued drive for results.
Innovation: Figure out a better way
Execution: Get it done quickly
Integrity: Do the right thing
People: We make the difference
Collaboration: Accomplish more together

These values guide all of our employees and are infused in all aspects of our Company. We are, as a team, united through these shared values and our mission to provide "a better way to pay."

Our values foster an inclusive culture through the expectation that all employees will treat each other with respect and appreciate the diversity of identities, thoughts, backgrounds and styles. Our commitment to fostering an inclusive culture has never been more essential than in this moment of national reflection.We must always celebrate the diversity of our company and our communities.

We strongly believe that the quality and diversity of our workforce provide FLEETCOR with a competitive advantage, and that our problem-solving and solution-building efforts are greatly enhanced when we harness the collective thinking of a diverse group of people with unique experiences and perspectives.

FLEETCOR's COVID-19 Hiring Guidelines

Due to COVID-19, most of our employees are temporarily working from home. In addition, FLEETCOR implemented a virtual interviewing and hiring process, engaging with talent by phone or video and onboarding new employees remotely. We value the safety of each member of our community because we know we're all in this together.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law.If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency .

Apply Now

Keywords: FLEETCOR, Austin , Process Improvement Manager (Remote), Executive , Austin, Texas