Process Excellence Manager 80-100%

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
 

Join the Help Process Excellence team - the engine room behind Sunrise's technical troubleshooting journeys. We design and refine the logic that powers how agents resolve issues across connectivity, WiFi, mobile, and device support. Our team combines analytical precision with hands-on curiosity to turn complex technical problems into clean, intuitive flows. If you love making troubleshooting simpler, smarter, and more scalable, you'll feel right at home with us.

YOUR CHALLENGE:

• Design and document detailed end-to-end process and journey flows that translate the future-state vision into clear, actionable logic for agents and systems
• Lead quality gates and assess impacts of proposed changes to avoid conflicts or overlaps within existing journey logic
• Drive agile improvement cycles by converting journey pain points into technical user stories, process requirements, and ready-to-build specifications
• Analyze Process Mining insights to identify bottlenecks, loops, and inefficiencies, and propose automation-ready optimizations
• Conduct deep-dive root cause analyses on KPI deviations to distinguish between process, system, and agent-related issues
• Align daily with Product Owners and IT stakeholders to integrate new product features seamlessly into operational processes
• Partner with Agent Enablement to transform process logic into dynamic scripts and support digital tool evolution
   

YOUR SKILLS:

• Bachelor's degree in Business Administration, Engineering, Computer Science, or a related field
• Lean Six Sigma Green Belt (or higher) and formal BPMN 2.0 certification (e.g., OCEB)
• Minimum 3 years of experience in process management or business analysis within a complex technical environment (ideally Telco or IT Services)
• Proven ability to translate complex technical constraints into business-oriented, easy-to-understand solutions
• Proficient in Process Mining tools and data log analysis to identify journey friction and root causes
• Expert in process modelling tools such as Signavio, Miro, or Visio
• Language skills: Fluent in English; German is a strong advantage

At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.

Sunrise has partnered with «Advance - Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.

Ready to rise to the challenge? Then join the team and actively shape our future!

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