Remote Principal Process Manager – Operations Servicing Strategy, Transformation & Customer Experience Leadership (Full‑Time, Work‑From‑Home)

Why Join Workwarp?

At Workwarp, we are redefining the future of financial services by blending cutting‑edge technology with a human‑first mindset. Our mission is to create seamless, frictionless experiences for both customers and agents, driving measurable business impact while fostering a culture of innovation, inclusion, and continuous learning. As a remote‑first organization, we empower talented professionals across the United States to work from the comfort of their homes, providing the tools, collaboration platforms, and supportive leadership needed to thrive.

Position Overview

The Remote Principal Process Manager – Operations Servicing Strategy will serve as a senior change agent, guiding cross‑functional teams to design, implement, and refine strategic processes that elevate the customer journey and empower frontline agents. This role bridges business strategy, technology, and operational excellence, delivering transformation initiatives that align with our long‑term vision for resilient, customer‑centric service delivery.

Key Responsibilities

• Strategic Direction & Influence
  • Partner with Line‑of‑Business leaders to embed Operations insights into ideation, design, and execution of business objectives.
  • Develop and champion service‑strategy roadmaps that marry human‑centered design with technology enablement.
  • Provide thought leadership to influence product road‑maps, ensuring they are built with agents and customers in mind.
• Program & Project Leadership
  • Design, launch, and manage high‑impact transformation initiatives, from concept through delivery.
  • Lead cross‑functional project teams, defining scope, timelines, risk mitigation, and success metrics.
  • Facilitate change‑management activities, ensuring smooth adoption and sustained performance improvements.
• Consulting & Stakeholder Management
  • Act as a trusted advisor to senior leadership, delivering data‑driven recommendations that shape strategic decisions.
  • Create compelling presentations and executive briefs that translate complex analysis into clear action plans.
  • Escalate and resolve road‑blocks, maintaining momentum across matrixed environments.
• Operational Excellence & Execution
  • Own day‑to‑day operational aspects of service experiences, from process documentation to performance monitoring.
  • Translate high‑level intent into tactical requirements, implementation plans, and measurable outcomes.
  • Maintain authoritative process flow diagrams and standard operating procedures that serve as the single source of truth.
• People Development & Mentorship
  • Coach, mentor, and potentially lead a team of process analysts and project contributors.
  • Foster a collaborative, high‑performance culture that encourages curiosity, accountability, and continuous improvement.

Essential Qualifications

• High School Diploma, GED, or equivalent (minimum).
• Minimum of 2 years of experience in process or project management within a dynamic operational environment.
• At least 1 year leading process transformation initiatives with demonstrable impact on service quality or efficiency.
• Experience in strategic planning, including development of roadmaps, KPI selection, and business case creation.
• Proven ability to influence senior stakeholders, synthesize complex data, and present actionable insights.

Preferred Qualifications & Certifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent military experience).
• Lean, Six Sigma (Green Belt or higher), Agile, or Business Process Management certifications.
• 3 + years of experience in program or project management within the financial services sector, especially in collections, recoveries, or resiliency channels.
• Background in compliance, risk management, or regulatory frameworks.
• Demonstrated success in leading cross‑functional, matrixed teams through complex change initiatives.

Core Skills & Competencies

• Leadership & Influence: Ability to inspire, challenge, and guide individuals and senior leaders toward shared goals.
• Technical Acumen: Comfort with technology platforms, data analytics tools, and the ability to speak the language of developers, analysts, and product owners.
• Human‑Centered Design: Passion for placing the customer and agent experience at the core of every decision.
• Analytical Mindset: Strong quantitative skills; comfortable interpreting performance metrics, building dashboards, and drawing insight from data.
• Communication Excellence: Clear, concise, and persuasive oral and written communication across all levels of the organization.
• Curiosity & Innovation: Continual appetite for asking “why,” exploring new ideas, and piloting experimental solutions.
• Agile Delivery: Experience working within scaled‑agile frameworks, delivering iterative value with a focus on outcomes.
• Self‑Starter & Bias for Action: Ability to work independently, prioritize effectively, and drive results without constant supervision.

Career Growth & Learning Opportunities

Workwarp is committed to your professional development. In this role you will have access to:

• Executive sponsorship and visibility across the organization, positioning you for future senior leadership roles.
• Sponsored certifications (Lean Six Sigma, PMP, Agile) and tuition reimbursement for advanced degrees.
• Mentorship programs linking you with seasoned transformation leaders.
• Internal training labs focused on emerging technologies such as AI‑driven analytics, process automation, and digital experience design.
• Opportunities to lead company‑wide initiatives and to rotate across related domains (e.g., Product Management, Customer Experience Strategy).

Work Environment & Culture

As a fully remote position, you will join a vibrant, distributed community that values flexibility, collaboration, and work‑life harmony. Key cultural pillars include:

• Inclusivity: A diverse workforce where every voice is heard and respected.
• Innovation Mindset: Encouragement to experiment, fail fast, and iterate.
• Transparency: Open communication channels, regular town‑halls, and clear visibility into business performance.
• Well‑Being: Access to mental‑health resources, virtual wellness programs, and flexible scheduling.

Technology & Home Office Requirements

• Secure, private home office free from background noise and distractions.
• Reliable high‑speed broadband (minimum 5 Mbps download over VPN; 10 Mbps preferred) via cable or fiber – no cellular hotspots or satellite connections.
• Hard‑wired or secure Wi‑Fi connection with password protection; ability to demonstrate ISP speed and service plan upon request.
• Dedicated computer meeting enterprise security standards (encrypted, up‑to‑date OS, approved antivirus).

Compensation, Perks & Benefits

Workwarp offers a competitive total‑reward package designed to attract and retain top talent:

• Base Salary: $88,100 – $100,500 (annualized) for the Principal Process Manager role, commensurate with experience and market data.
• Performance Incentives: Eligibility for discretionary bonuses and long‑term incentive plans based on individual and company performance.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage for you and eligible dependents.
• Retirement Planning: 401(k) with company match and financial counseling services.
• Work‑Life Benefits: Generous paid time off, paid parental leave, flexible scheduling, and remote work stipends for home‑office equipment.
• Professional Development: Continuous learning budget, certification reimbursements, and internal career‑pathing programs.

How to Apply

If you are driven by the prospect of shaping the future of operational service delivery, thrive in a remote‑first environment, and possess the blend of strategic vision and hands‑on execution expertise described above, we want to hear from you.

• Prepare an up‑to‑date résumé highlighting your process‑management achievements.
• Craft a concise cover letter that showcases your influence on previous transformation initiatives.
• Submit your application through the link below; applications will be accepted for a minimum of five business days.

Apply Now – Remote Principal Process Manager

Equal Opportunity & Inclusion

Workwarp is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by law. We comply with all applicable local, state, and federal regulations regarding employment eligibility and background checks.

Accommodations

If you require a reasonable accommodation to participate in the recruitment process, please contact us at [email protected] or call 1‑800‑304‑9102. All information will be kept confidential.

Contact & Support

For technical questions about the application process, please email [email protected]. Our recruiting team is ready to assist you.