Senior Process Manager

Summary

Join B Lab's Certification Program Development Team as a Senior Process Manager! Lead the Process Operations sub-team, developing and enhancing operational processes for B Corporation Certification. Oversee the entire certification lifecycle, from application to issuance. Collaborate with product and engineering teams to optimize processes and implement automation. Build and mentor a high-performing team, fostering continuous improvement. This is a remote-first, full-time position requiring residency in the Netherlands, UK, Pennsylvania, New York, or Brazil, and proximity to one of our offices. The ideal candidate possesses extensive process management experience, strong leadership skills, and a passion for automation.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 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
• 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
• Strong problem-solving abilities and attention to detail
• Fluency in English
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

• Master’s degree or relevant certifications (e.g., Six Sigma, Lean)
• Experience with certification management platforms

Benefits

• A yearly salary in the range of R$206,800 - R$227,500
• Sick & other leave in accordance with Brazilian statutory leave allowance
• Company provided laptop
• Paid time off during organization-wide closures for wellness
• Professional Development and time off: 40 hours paid time off with access to professional development after 1 year of service
• Paid time off for volunteering - after one year of service
• One time home office set-up allowance
• Additional perks you may qualify for: monthly home office allowance, monthly food allowance & monthly health insurance reimbursement
• Remote-first workplace