Manager Projects - Continuous Improvement

Role Overview

The Project Manager, Continuous Improvement is responsible for leading structured, enterprise-level improvement initiatives by eliciting and translating stakeholder requirements, documenting and mapping business processes, and delivering sustained operational improvements.

This role sits within the Quantrics PMO and partners across Operations, Support Functions, and Enablement teams to ensure enterprise changes are clearly defined, well-designed, and consistently executed, supported by strong process documentation and governance.

Specific Duties And Responsibilities

Stakeholder Requirements & Enterprise Change Enablement

• Lead structured stakeholder engagement to gather, analyze, and document business requirements for enterprise and cross-functional changes.
• Facilitate workshops and working sessions to elicit functional, operational, and non-functional requirements.
• Translate business needs into clear, actionable requirements and improvement initiatives ensuring alignment between stakeholder expectations, process design, and enabling systems.
  
  

• Document current-state and future-state processes at multiple levels of detail.
• Develop and maintain process maps, SOPs, RACI matrices, and supporting documentation.
• Identify inefficiencies, handoff issues, control gaps, and opportunities for standardization.
• Ensure process documentation is accurate, usable, and maintained as changes occur.
  
  

• Identify and prioritize improvement opportunities based on operational pain points, data, and stakeholder input.
• Apply continuous improvement methodologies (e.g., Lean, Six Sigma, structured problem solving).
• Lead root cause analysis and design practical, scalable solutions.
• Build and manage a prioritized continuous improvement backlog.
  
  

• Lead continuous improvement and enterprise change initiatives as formal projects using PMO standards. Embed and govern changes.
• Develop improvement charters, project plans, and governance artifacts.
• Manage scope, risks, dependencies, and issues through to completion.
• Coordinate across business, operations, and enablement teams to deliver outcomes.
• Create/update SOPs, controls, training materials, and governance frameworks.
• Monitor post-implementation performance and address process deviations; readjust process as needed
  
  

• Stakeholder Management: Building trust and managing expectations of clients, sponsors, and partners
• Communication Skills: Translating complex ideas into an understandable message. Creating a status report, project plans, and a presentation
• Critical Thinking: Evaluating options and Impacts
• Analytical Skills: Making data-driven decisions under pressure
• Project management and Technical Skills: Ideas on Planning, Scheduling, Risk Assessments, budget/cost management, Change Management, and with PM methodology knowledge
  
  

• Tools: PM tools knowledge, like Smartsheet, Microsoft O365
  
  

• Bachelor’s degree in Business, Operations, Engineering, or a related field.
• 3+ years of experience in project management, process improvement, or business analysis.
• Experience supporting system-enabled process changes (e.g., CRM, workforce, project, or finance systems).
• Demonstrated experience gathering stakeholder requirements for enterprise or cross-functional initiatives.
• Strong experience in process documentation and mapping; experience with Visio is preferable.
• Experience working in operations in BPO would be preferred.
• Lean, Six Sigma, or equivalent continuous improvement certification or working towards one is preferred.
  
  

• Hybrid (4x a week), Shifting Schedule