Job Description:

Position Title: Manager, Process Improvement (M2)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future.   Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.      

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role

The Process Improvement Team leads Towers teams through improving and optimizing processes and systems within the business unit. The Process Improvement Manager will own all process improvement activities and related process documentation for a portion of the Integrated Order to Order process. They will be the main point of consultation for the teams supported and will use their cross-functional knowledge of process, people, and system interactions to support the refinement of business problems and improvement ideas, collaboratively determine the path to solution, and lead project teams through the improvement process. The Process Improvement Manager will work closely with the Project Sponsor to ensure the solution delivers the agreed-upon business benefits and with the Project Champion to drive the successful execution of the project. The Process Improvement Manager will supervise, coordinate, and provide leadership to a team of Business Analysts and Systems Analysts, and is ultimately accountable for the outcomes of projects and for the results of the team supporting their portion of the Integrated Order to Order process.

Responsibilities

• Leads the implementation of process improvement projects to achieve desired results


•  Oversees various document automation projects and production support managed by System Analyst I/II/III


• Ensures System Analyst I/II/III are delivering solutions within agreed to service level agreements


• Innovatively design process solutions by analyzing data and evaluating key business components, while ensuring solutions are rightsized for the problem and within the constraints of time, scope, and budget


• Collaborate with many stakeholders to ensure a common understanding and bring the necessary skills and expertise to the improvement process


• Enact lasting changes to the client’s ways of working by utilizing a consultative approach that focuses on defining and measuring customer value delivered at each project milestone


• Provide guidance and expertise to supported teams on the Integrated Order to Order process, leveraging unique cross-functional vantage point and continuous improvement skillset to consult on problems, risks, and opportunities


• Determines, allocates, and directs all process improvement project team resources


• Spend time with teams across the organization to understand existing process and support them in identifying and understanding process improvement opportunities


• Demonstrated ability to successfully resolve situations that are ambiguous, broadly defined, complex, diverse, and unprecedented

Expectations 

• Collaborative work done in a way that balances educated decision making with measured speed of implementation. 


•  Ability to continuously prioritize long-term plans with short-term urgent response needs. 


• Ability to influence conversations and work through building of relationships, thoughtful framing of issues, and building influence through excellent work.   


• Strong written and verbal communication skills with an ability to present complex information in a clear and simple format. 


• A constant example of modeling Crown’s values.   

Education/Certifications  

• Bachelor's degree in business or related field required, or equivalent work experience


• Lean Six Sigma preferred

Experience/Minimum Requirements  

• Five (5)+ years’ experience in leading large scale, complex process improvement projects


• 2-5+ years of supervisory experience preferred


• Expert knowledge of and practice of the five project management process groups


• Familiarity with the Integrated Order to Order process (Towers) and cross-functional experience at Crown Castle required

Organizational Relationship  

Reports to: Sr. Manager, Process Improvement

Title(s) of direct reports (if applicable): Business Performance Business Analyst, I/II/III, System Analyst I/II/III

Working Conditions This role falls into our hybrid work model working in the office Tuesdays, Wednesdays, and Thursdays.  On Mondays and Fridays, teammates on the hybrid schedule will have the option to work from the office or home.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Business Performance

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