Senior Process Manager (London, UK)

This is a Full-Time Role (40 hours per week) with no option for part-time work. While this is a remote-first opportunity, the candidate filling this role must be a resident of the Netherlands, the UK, Pennsylvania, New York, or Brazil at the start of employment. Additionally, they must be within commuting distance of our office in Amsterdam, London, Philadelphia, New York City, or São Paulo.
Please visit our Careers page to review all opportunities and submit your application for the role(s) that best fit your location and work authorization.

About B Lab

B Lab is the nonprofit network transforming the global economy to benefit all people, communities, and the planet. A leader in economic systems change, our global network creates standards, policies, and tools for business, and we certify companies — known as B Corps — who are leading the way. As we continue to repair and rebuild from COVID-19, our vision for an inclusive, equitable, and regenerative economic system, has never been more relevant or needed than it is now.

About the Opportunity

The Certification Program Development Team is tasked with developing and implementing a new third-party assurance system to support B Corporation Certification. The team is divided into the Assurance Model, Process Operations, and Knowledge Management & Training sub-teams. The Assurance Model team is responsible for developing assurance model options and identifying third-party assurance providers to conduct assurance services for companies applying for B Corporation Certification. The Process Operations sub-team develops, maintains and improves the end-to-end certification journey and supporting documentation, incorporating all steps from user registration, assessment engagement and submission, verification, payment to issuing of certification IP. The Process Operations team also informs change management of new and improved processes which are then implemented via the Certification and Verification Team. The Knowledge Management & Training sub-team develops internal and external-facing resources and training for internal and external stakeholders to learn and adopt new content and processes.

The Senior Process Manager leads the Process Operations sub-team within the Certification Program Development Team and will lead the development and enhancement of the operational processes needed for B Corporation Certification. This includes overseeing the development and implementation of the end-to-end certification lifecycle from application submission to final certification issuance. The Senior Manager works closely with the Product development team to ensure comprehensive and efficient processes are developed for stakeholders needs. This includes working closely with product managers to define product requirements and the prioritization and sequencing development efforts for the digital product portfolio.

The ideal candidate will have strong experience in process development, management, monitoring, evaluation, and improvement, as well as experience in identifying opportunities and implementing process automation. You will be responsible for driving process excellence, identifying opportunities for automation, and ensuring that the certification process aligns with organizational goals, compliance standards, and customer satisfaction objectives.

Additionally, you will build and mentor a new high-performing team, fostering a culture of continuous improvement and collaboration. You will also work with cross-functional teams to implement automated solutions, ensuring seamless integration and providing training to staff on these systems to maximize efficiency. Your leadership will be key to driving the implementation of innovative systems that reduce manual efforts and enhance overall team productivity.

Core Responsibilities

Process Mapping and Analysis (40%)

• Map current workflows and processes, identifying areas that would benefit most from automation to reduce manual intervention and improve efficiency.
• Lead continuous process development and improvement initiatives to streamline the certification process, enhancing efficiency and reducing the amount of time a customer spends in the process from submission to completion of verification.
• Collaborate with product and engineering teams to assess existing tools and identify opportunities for integrating or optimizing automation solutions within the workflow.
• Use data-driven insights to track performance metrics, identify trends, and recommend improvements to existing processes.
• Oversee the integration of the certification process into B Impact and collaborate with internal teams and software vendors to ensure the platform meets operational requirements.
• Contribute to the integration of digital tools with other business systems (e.g., Salesforce, database management) to ensure seamless information flow.
• Ensure the certification process adheres to industry standards, regulatory requirements, and internal policies.
• Lead testing and troubleshooting efforts related to the digital certification tool to ensure proper functionality and timely delivery of certifications.

Stakeholder Collaboration, Training, and Team Building (30%)

• Act as the business owner, working closely with product and technology teams to ensure that product and engineering efforts deliver on the needs of the end to end certification process.
• Work with the training team to help support teams on how to use new systems and processes, ensuring that employees understand the benefits and empowering them to adopt new tools effectively.
• Communicate process improvements, updates, and results to internal stakeholders, including leadership and department heads.
• Build a deeper understanding of the needs of organizations going through certification and internal stakeholders and use this to inform ongoing process improvement activities throughout the certification process.
• Build and mentor a team of process specialists, fostering a collaborative environment that nurtures growth and development.
• Guide direct reports, helping them align their work with team objectives, and ensuring their skills and knowledge evolve to meet both current and future process needs.
• Advocate and build organisational culture centered around continuous improvement and lean methods, supporting team members to play an active role in identifying opportunities for improvement as part of their daily role.

Identifying Areas for Automation and Technology Integration (15%)

• Suggest specific areas where automation can be implemented in technology processes (e.g., CRM, data processing, customer service tools, etc.).
• Collaborate with engineering teams to evaluate the feasibility of automation tools, including both off-the-shelf software and custom solutions.
• Prioritize areas for automation based on potential impact, ease of implementation, and alignment with business objectives.
• Advocate for the adoption of emerging technologies (such as AI, RPA, or machine learning) that can automate decision-making, predictive analytics, or other repetitive tasks in workflows.

Reporting and Analytics (15%)

• Develop and deliver regular reports on process performance, KPIs, and issues or challenges affecting certification issuance.
• Utilize data analytics to generate actionable insights, inform decision-making, and improve the service delivery of the certification process.
• Track the success of automation and technology integrations, providing metrics to monitor improvements in efficiency and quality.

About You

Education and/or Experience:

• Bachelor’s degree in Business Administration, Operations Management, or a related field. Master’s degree or relevant certifications (e.g., Six Sigma, Lean) is a plus.
• 7+ years of experience in process management or operations, with a minimum of 3 years in a leadership or senior management role.
• Proven experience in managing and optimizing digital workflows or tools, ideally within certification, credentialing, or educational services.
• Experience working with cross-functional teams, including IT, customer service, and compliance, to implement process improvements.

Skills & Competencies:

• Extensive experience in process improvement methodologies such as Lean and Agile.
• Strong understanding of certification processes and best practices, preferably in a digital or automated environment.
• In-depth knowledge of process automation such as RBA, machine learning and artificial intelligence.
• Excellent project management skills with the ability to prioritize, manage multiple initiatives, and meet deadlines.
• Strong analytical skills, with the ability to use data to drive decision-making and process improvements.
• Ability to communicate complex processes and technical details to non-technical stakeholders.
• Leadership skills with experience mentoring teams and driving a culture of continuous improvement.
• Proficiency in process management software, project management tools, and CRM systems. Experience with certification management platforms is a plus.
• Strong problem-solving abilities and attention to detail.

Personal Attributes:

• Focussed on delivering high quality outcomes.
• Excellent interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels.
• Ability to thrive in a fast-paced, evolving environment with shifting priorities and diverse stakeholder needs.

Compensation Details

B Lab has a compensation plan that includes:

• An annual salary in the range of £68,800 – £73,600 based on skills and experience.
• In your first year, you’ll start with 20 vacation days in addition to national & bank holidays; this increases to 25 days after your third anniversary.
• Additional time off during org-wide closures when the entire organization is closed (not including holidays).
• After your first year of employment – paid time off for community service, 40 hours of paid time off for professional development, and a professional development budget (we assess this PD budget annually).
• Additional floating holidays and personal days (prorated to start date).
• Medical and dental supplemental insurance for the employee through BUPA.
• Life insurance benefit.
• Income protection insurance.
• Statutory pension.
• Global travel insurance.
• A remote-first workplace.
• A flexible work environment with the ability to plan your work week around your personal commitments.

Hiring Process

We require the following in order to consider your application:

• Resume.
• Responses to our standard set of application questions.
• Please do not include a cover letter.

If you progress through additional stages in the hiring process you can expect to:

• Step 1: Submit your resume and responses to our application questions in full.
• Step 2: Participate in an interview with a panel via Google Meet or Zoom.
• Step 3: Participate in a final interview with a panel via Google Meet or Zoom.

We will begin reviewing applications on January 27th, 2025 and will continue until we identify a diverse and qualified candidate pool.

Please note: All applications will be reviewed by our team, and all candidates will receive a status update via email after their application has been reviewed, which we expect to complete by late February. Due to capacity constraints on our hiring team, we are unable to provide you with a specific status update beyond these parameters. Our ideal start date for this role is early to midApril, 2025.

If we can offer reasonable accommodations to you in the application or interview processes, or if you have feedback on how we could improve the equity or accessibility of our recruitment, you are welcome to contact us at careers @ bcorporation.net with the subject line “Accommodation request – Senior Process Manager”. Please note that we are unable to respond to general status inquiries or other messages that are unrelated to accessing our application or interview processes.

#J-18808-Ljbffr