Lead, Business Process Enablement

Description

The Service Excellence organization within Global Employee Services (GES) is seeking a strategic, collaborative, and business-focused Lead, Business Process Enablement.

Job Summary

This role leads the design, implementation, and governance of our overarching global business process architecture framework and daily operations across our worldwide service delivery organization. Working within program objectives, you will take ownership of defining process architecture standards, establishing operational consistency, and maintaining governance cadences that support the scalable growth of GES.

Operating at an enterprise scale, this role navigates complex, multi-regional operational landscapes where business processes are deployed iteratively as technology matures and business risk tolerance expands. A critical strategic imperative is architecting the end-to-end operational boundary lines and workflow handoffs between Managed Service Providers (MSPs) and FedEx personnel, ensuring accountability, service quality, and seamless operational continuity.

You will serve as the senior strategic bridge between operational leaders (Global Process Functional Owners) and enterprise technology teams ensuring business operating models and end-to-end employee journeys are clearly architected, governed, and enabled through core platforms.

You will regularly partner with IT Product Owners, enterprise architects, and systems developers; however, your core expertise lies in business process strategy, operational excellence, vendor-FedEx operational design, cross-functional stakeholder alignment, and documentation governance.

Key Responsibilities

Process Architecture Framework Design & Daily Operations Ownership

• Design, implement, and govern the global business process framework and documentation standards across GES service towers, establishing consistent modeling rules, quality criteria, and review cadences.
• Lead daily process operations: oversee intake for documentation updates, coordinate maintenance workflows across towers, and ensure operational continuity.
• Direct the enterprise process repository strategy, ensuring assets are centralized, intuitive to navigate, audit-ready, and maintained in an evergreen state globally.
• Establish process health scorecards, maturity benchmarks, and governance metrics for reporting to Service Excellence and GES leadership.
• Drive operational alignment and maintain structured documentation standards within program scope and strategic objectives.

MSP & FedEx Operating Model Architecture

• Architect the global process interfaces, governance rules, and boundary handoffs between external Managed Service Providers (MSPs) and internal personnel.
• Establish standardized frameworks for operational accountability, SLA handoffs, and issue resolution across partner and internal teams.
• Partner with Vendor Management, GPFOs, and operational leaders to govern and document service transitions and statement of work (SOW) operationalizations.

Business-to-Tech Bridge & Core Platform Enablement

• Act as the lead operational liaison to HR Technology and IT teams, ensuring technology initiatives directly enable documented business processes and operating models.
• Partner with technical teams to validate end-to-end integration flows and operational triggers across Workday, ServiceNow, and Odyssey, safeguarding business handoffs and service tiering.
• Oversee operational readiness to ensure operational teams, GPFOs, MSP partners, and FedEx personnel receive updated SOPs and procedural guidance ahead of major system deployments.

Executive Stakeholder Alignment & GPFO Partnership

• Serve as a trusted advisor to Global Process Functional Owners (GPFOs), Talent Acquisition leads, Workforce Planning, HR Technology, and Total Rewards leaders to shape operational workflows.
• Facilitate consensus across functional and regional priorities, resolving cross-boundary handoff friction among executive stakeholders.
• Synthesize complex operational dependencies into structured business cases, executive updates, and governance roadmaps.

 Minimum Education

• Bachelor's degree in computer science, engineering, information systems and/or equivalent formal training or work experience

Minimum Experience

• Five (5) years equivalent work experience in information technology or engineering environment. A related advanced degree may offset the related experience requirement.

Competencies

Global Delivery Model & MSP Expertise: Demonstrated success architecting, standardizing, and governing operational processes and cross-functional handoffs across multi-tier delivery models, including Managed Service Providers (MSPs), BPO partners, and FedEx global teams.

Iterative Process & Risk-Managed Transformation: Proven experience managing phased, iterative process implementations within evolving technology environments; demonstrated capability to balance business risk acceptance with operational agility.

Framework Design & Operational Leadership: Proven ability to design and stand up a business process architecture framework, govern documentation standards, and manage daily operations within defined organizational programs.

Operational Focus: Deep background in business operations and process architecture; proven ability to define how work gets done across complex organizational and partner boundaries rather than solely within IT systems.

Platform & Tech Collaboration Acumen: Demonstrated success acting as the primary operational partner to technology teams, translating complex business processes into functional enablement requirements across core enterprise platforms.

Executive Influence & Facilitation: Exceptional facilitation skills with the presence and authority to lead high-stakes working sessions with senior executives (GPFOs, Directors, VPs) and reconcile differing viewpoints into agreed-upon business flows.

Preferred Qualifications

• 7+ years of progressive leadership experience in global business process design, operational excellence, operating model transformation, or shared services process governance.
• Lean Six Sigma Black Belt or Master Black Belt certification.
• Certified Business Process Professional (CBPP), BPM credential, or PMP/PgMP.
• Extensive strategy experience within a multinational Global Shared Services, Global Capability Center (GCC), or Fortune 500 corporate service environment.
• Direct experience leading the operational workstream for enterprise HR service delivery transformations involving Managed Service Providers, vendor transitions, and phased system implementations.

Pay Transparency:   

Pay: FEC 28

National Pay Ranges:

USD Monthly: USA: 8007-18150, CO: 8007-17394, CA: 8452-14413, NJ: 8452-13523, ME, OH, VT: 8452-15125, MN: 8452-16637, IL, NV: 8452-17394, MD, NY, VA, WA: 8452-18150, MA: 8897-18150, RI: 9787-16637, CT: 9787-17394, DC, HI: 10232-17394, NYC: 10232-18150

Additional Details: Application Criteria: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire

Domicile and Work Model: This position is eligible for remote work and may be located anywhere within the United States, excluding AK, HI, and U.S. territories. However, if you live within the 50-mile radius of a FedEx campus location, you will be required to work on site several times per week.

Pay Transparency:
The compensation listed reflects the pay range or rate of pay reasonably expected for this posted position at the posted location or locations.  If this opportunity includes multiple job levels, the pay information represents the ranges for each level in that job family. Actual pay is determined by several job-related factors permitted by law and relevant to the position, including, but not limited to, experience relative to the job, tenure, market level, pay at the location for this job, performance, schedule, and work assignment. In California, the compensation listed reflects the range or rate of pay reasonably expected for this posted position upon hire. In New Jersey, any compensable Security and Walk time will be paid to non-exempt/hourly employees at the state minimum wage.

For details on our comprehensive benefits, click here.

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

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