Overview

Job Description Job Description Job Title: Six Sigma Black Belt - CRM Process OptimizationLocation: Nashville / Brentwood, TN areaSeniority on the skill/s required on this requirement: SeniorEstimated Duration: 6 months contract with possible extensionWork authorization: USC or GCPrimary Platforms: Microsoft Dynamics 365, CRMJob Summary: We are seeking a Six Sigma Black Belt with CRM experience to lead enterprise process improvement initiatives focused on customer relationship management, service delivery, intake, case management, workflow automation, data quality, reporting, and customer experience outcomes. This role combines Lean Six Sigma expertise with hands-on CRM process knowledge to identify inefficiencies, reduce variation, improve cycle times, and deliver measurable business value across cross-functional teams.Responsibilities:Lead complex Lean Six Sigma projects using DMAIC, root cause analysis, value stream mapping, process mapping, control plans, and statistical analysis to improve CRM-enabled processesAssess current-state CRM workflows, intake channels, service processes, customer touchpoints, data handoffs, approval paths, and reporting routines to identify gaps and improvement opportunitiesPartner with business leaders, IT, operations, customer service, sales, marketing, finance, and compliance teams to define measurable improvement objectives and prioritize high-value initiativesDevelop project charters, business cases, benefit estimates, milestone plans, risk logs, and stakeholder communication plans for process improvement effortsUse CRM data, operational metrics, customer feedback, and process performance indicators to quantify defects, delays, rework, leakage, backlog, conversion gaps, and service-level performanceDesign improved workflows that increase adoption, standardize execution, reduce manual work, improve data integrity, and strengthen customer experienceFacilitate cross-functional workshops, Kaizen events, design sessions, and process governance forums to align stakeholders and drive change adoptionMentor Green Belts, project managers, business analysts, and process owners on Lean Six Sigma tools, problem-solving techniques, and continuous improvement practicesEstablish control mechanisms, dashboards, KPIs, and sustainment plans to ensure improvements are maintained after implementationPrepare executive-level updates that clearly communicate project progress, financial impact, risks, decisions needed, and realized benefitsRequirements:Required Qualifications:Bachelor's degree in business, information systems, engineering, operations, analytics, or a related field; equivalent experience may be consideredLean Six Sigma Black Belt certification from a recognized program or certifying body5+ years of experience leading process improvement, operational excellence, business transformation, or quality initiativesDemonstrated CRM experience with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow CRM/CSM, Oracle CX, HubSpot, or similar enterprise systemsStrong understanding of CRM process areas, including lead or request intake, customer onboarding, case management, service workflows, account/contact data, escalation paths, customer communications, reporting, and pipeline or service performance metricsExperience using data analysis to support decision-making, including KPI development, baseline analysis, variance analysis, root cause validation, and benefits trackingAbility to lead cross-functional teams, influence stakeholders, and manage multiple improvement initiatives simultaneouslyStrong executive communication skills, including the ability to translate complex process and data findings into clear recommendationsPreferred Qualifications:Experience supporting CRM implementation, modernization, consolidation, optimization, or post-go-live stabilization effortsExperience with Agile, project portfolio management, change management, business process management, or enterprise architecture prac