Senior Director Process Excellence – Global Business Services

Key Responsibilities

Strategy & Governance

• Define and own the GBS Process Excellence strategy, roadmap, and operating model; align with enterprise strategy and service management framework and leverage leading digital technologies (e.g. AI)
• Establish global process design standards, policies, and governance.
• Assess organization structure and evolve format of team as organizational needs change.

Process Transformation & Standardization

• Drive Process Excellence team to deliver efficiencies within their processes
• Manage portfolio of change initiatives to balance resources and maximize benefits, prioritizing high-impact projects tied to business outcomes (cost, quality, cycle time, experience).
• Implement Lean Six Sigma methodologies.
• Own the global process taxonomy, maturity model, benchmarking, and continuous improvement pipeline.

Digital Enablement & Automation

• Partner with Digital to deploy process mining (usage of system data logs), task mining (identify highly manual, repetitive work suitable for automation), and workflow orchestration (tools that standardize and automate workflow across teams) at scale.
• Identify high-impact use cases for AI, generative AI, and intelligent automation to enhance productivity, experience, and generation of data-driven insights.
• Collaborate with digital and legal teams to ensure responsible AI governance, model training, and value realization.

Operational Excellence & Performance

• Define and manage GBS performance metrics, dashboards, and regular reviews with business stakeholders.
• Drive root cause analysis and corrective actions when issues arise focusing on quality, timeliness, and customer experience.

Risk, Controls & Compliance

• Partner with Internal Audit, Finance, Legal, HR, and other functions to embed controls, data integrity, and policy adherence into process design and daily operations.
• Ensure processes are adjusted to accomplish regulatory changes.

Leadership & Culture

• Build a high-performing team to attract, develop, and retain top talent.
• Scale capability through training and certification programs (yellow/green/black Belt, design thinking, …).
• Role-model a culture of customer-centricity, agility, and accountability and help embed a culture of innovation, agility, and accountability across GBS and the rest of Cabot
• Manage / mentor / coach GPOs to drive an excellence mindset and assure processes are fit for purpose and well executed.

Stakeholder Engagement & Change

• Act as a strategic partner to global and regional Leaders; translate business needs into process solutions.
• Lead change management and communications for process and digital transformation initiatives; secure executive sponsorship and adoption.

Success Measures (KPIs & Outcomes)

• Cost-to-Serve Reduction: e.g., 10–20% over 12–24 months via standardization/automation.
• Cycle Time & Productivity: % reduction in E2E cycle times; productivity uplift per FTE.
• Quality & Compliance: Defect rate reduction; audit findings closed; control maturity scores.
• Experience: CSAT/NPS improvements; reduction in escalations and rework.
• Adoption & Standardization: % of processes on global standards; STP rates; automation coverage.
• Benefits Realization: Delivery vs business case; tracked in a formal benefits ledge

Qualification & Requirements

Competencies / Knowledge, Skills and Behaviors

• Strategic Thinking & Framework Ownership – Designs scalable models and governance.
• Process Excellence Mastery – Lean Six Sigma, E2E optimization, statistical rigor.
• Digital Fluency – ERP integration, automation, process/task mining, analytics.
• Financial Acumen – Business cases, ROI, P&L impact, benefit tracking and realization.
• Change Leadership – Orchestrates adoption and behavioral change at scale.
• Stakeholder & Executive Communication – Clear, persuasive, partnership-oriented and outcome-driven.
• Risk & Compliance – Controls embedded by design; audit-ready operations.
• People Leadership & Mentoring – Builds capability and succession pipelines

Education/Experience

• 15+ years of experience in GBS/shared services, process excellence, operational excellence, or large-scale transformation roles in a global company.
• Bachelor’s degree required, MBA or equivalent preferred.
• Certification: Lean Six Sigma Black Belt (master black belt preferred). Agile/SAFe, Prosci/Change Management certification a plus.
• Strong digital process skillset: process mining (e.g., Celonis/Power BI + Process Mining), automation (RPA/IPA), workflow/orchestration.
• Proven track record leading large, cross-regional programs (Americas, EMEA, APAC) and governing portfolios of continuous improvement, automation, and transformation.
• Experience with ERP platforms (SAP/Oracle/Workday/MS Dynamics) and service management tools (e.g., ServiceNow).
• Demonstrated excellence in people-leadership and executive stakeholder management including influencing without authority and board-level communication.
• Track record in change management at scale.

How We Will Support Your Success

• The actual compensation offered to the successful candidate will depend on the candidate’s skills, qualifications, experience and location.

Benefits

For Transparency, The Pay Ranges For This Role Are

• Boston, MA: $228,700 to $331,600
• Riga, Latvia: €93,300 to €135,300

These ranges reflect the competitive market conditions in each location and may vary based on qualifications and experience.

• In addition to base salary, all positions are eligible for health benefits on the first day of employment, annual bonus based on company performance, local benefits, and opportunities for professional growth and development.
• Dynamic, Flexible, Hard Working, Team Environment – We are busy, collaborative, growing, and we are doing really meaningful work.
• Feedback – we are committed to giving and receiving feedback in a direct and open fashion.
• Support – you are part of a team and deserve to feel encouraged and supported. You will be part of a team that cares about you personally and professionally. Our success depends on your success.