Process Improvement Manager (Remote)
Company: FLEETCOR
Location: Austin
Posted on: May 14, 2022
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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
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