[Remote] CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center) - R01565115

Note: The job is a remote job and is open to candidates in USA. Brillio is one of the fastest growing digital technology service providers, and they are seeking a CX Program Manager/Channel Initiatives Specialist to lead customer service improvement initiatives. The role involves managing root cause initiatives and collaborating with various teams to enhance customer experiences and drive business growth.ResponsibilitiesIdentify root cause and determine recommendations to product, process and training opportunitiesLeadership of multiple channel initiatives focused on call deflection and chat containmentUse customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decision-makingCollaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendationsQuantify impact of pain points and recommended changesOversee multi-focused initiatives across the customer service organizationInterface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendorsSkills8+ years of experience3+ years of experience in process and performance improvement using Lean Six Sigma principles3+ years' experience in program/project managementKnowledge of customer service and call center operationsKnowledge of data mining using AI tools (Copilot, Genie, etc...)Must have experience in planning, organizing, and executing projects related to customer service improvementsProficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.)Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impactEffective presentation skills with ability to translate data into actionable insightsIndependent thinker with focus on achieving organizational goals through process optimizationStrong written and verbal communication skills for both customer and cross-functional audiencesExperience managing programs with geographically dispersed teamsThrive in fast-paced, dynamic environment with changing prioritiesProactive in improvement opportunity identification and driving continuous enhancement of processes and performanceEnjoy working in a collaborative and supportive work environmentCompany OverviewBrillio is a technology consulting and technology services company focused on the implementation of digital technologies. It was founded in 2014, and is headquartered in Santa Clara, California, USA, with a workforce of 5001-10000 employees. Its website is http://www.brillio.com.Company H1B SponsorshipBrillio has a track record of offering H1B sponsorships, with 53 in 2026, 258 in 2025, 240 in 2024, 281 in 2023, 314 in 2022, 196 in 2021, 406 in 2020. Please note that this does not guarantee sponsorship for this specific role.