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Assoc Mgr Business Process & Service Quality

Posted Date:  Jun 26, 2026
Requisition Number:  128714

Job Title

Job Overview

This role is a skilled SME who manages and optimizes processes and service quality across a defined set of teams or functions. It leads end?to?end analysis and redesign of processes within its scope, executing improvement initiatives that enhance efficiency, reduce waste, and improve customer outcomes. The role applies established process and quality methods, adapting them to local needs and constraints. It works largely independently under limited guidance, collaborating with peers and stakeholders to deliver tangible operational improvements.

Accountabilities

1. Execute Process Analysis The role maps current state processes in detail, including steps, systems, handoffs, and failure points. It identifies inefficiencies such as redundant steps or unclear decision points. This informs improvement opportunities. 2. Design Process Improvements The role designs future state flows that simplify work and improve clarity. It documents process changes and implementation requirements. This enables structured improvement. 3. Analyze Performance Data The role analyzes performance data to identify trends and root causes. It prepares findings and recommendations. This supports decision-making. 4. Support Implementation The role supports implementation of process changes within assigned areas. It coordinates activities and monitors adoption. This ensures successful transitions. 5. Maintain Documentation The role maintains process documentation and updates records as changes occur. It ensures documentation is accurate and accessible. This supports process governance.

Skills/Knowledge

Process Management
Business Process Modeling
Quality Management
Root Cause Analysis
Relationship Management

Prior Experience

3+ years

 

The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
 
The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans.  

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