Job Description

About this role

The Commercial HVAC America’s Field Service Business Processes team focuses on the operational efficiency, standardization, and quality of service delivery processes for i.e. Finance, Sales etc. across Carrier's Commercial HVAC Field Operations.

The Business Practitioner – Continuous Improvement Business Processes for Carrier Climate Solutions Americas must have expertise in business process transformations and continuous improvements in Commercial HVAC America’s strategic initiatives. The Business Practitioner – Continuous Improvement Business Processes leads events and be a key member to ensure continuous improvement and lean applications/tools are utilized to benefit the business. The Business Practitioner – Continuous Improvement Business Processes develops local capabilities to deliver visible business results, through a hands-on deployment, and cross-functional leadership style. This role reports into the Associate Director/Program Manager Business Processes and is involved in strong stakeholder engagement with exposure at all levels of the Commercial organization and across different facilities for varying lengths of time.

This is a hybrid role (4 days per week in office and 1 day per week at home office). Candidate must be in a commutable distance to our office in Charlotte, NC

The Business Practitioner – Continuous Improvement Business Processes is an individual contributor with cross-functional influence.

Key Responsibilities

Business Process & Operational Excellence

• Own and standardize end-to-end business processes across multiple functions.
• Develop and maintain standard work, playbooks, RACIs, and operating cadences.
• Lead process mapping, optimization, and continuous improvement initiatives to improve execution consistency and efficiency.

Cross-Functional Governance & Stakeholder Alignment

• Lead governance forums, operating rhythms, and process review cadences.

• Align stakeholders across functions to shared priorities, ownership models, and escalation paths.

Continuous Improvement & Change Management

• Lead Kaizen events and structured problem-solving workshops.
• Drive adoption of new processes and digital tools through training, communication, and reinforcement.
• Continuously refine processes and solutions based on performance data and stakeholder feedback.

KPI Visibility & Data Enablement

• Define, develop, and maintain executive dashboards and operational reporting.
• Translate business needs into meaningful performance metrics and visibility tools.
• Reduce reliance on manual reporting through automation and data connectivity.

Process Automation

• Identify, design, and implement digital workflows and automation to reduce manual effort and improve operational visibility.
• Leverage system integrations and APIs to connect data across tools, dashboards, and reporting environments.
• Partner with IT/Digital teams to ensure solutions are scalable, sustainable, and aligned to enterprise standards.

Basic Qualifications

• High School Diploma or GED with 10+ years’ experience in the equipment, field services, or manufacturing industries. OR Bachelors’ degree with 5+ years’ experience in equipment, field services, or manufacturing industries.
• 5+ years of experience with Six Sigma, Lean or other Continuous Improvement methodology
• 3+ years of experience in business processes
• 2+ years of experience in managing cross-functional teams and successful continuous improvement projects.

Preferred Qualifications

• Master’s degree
• Knowledge in engineering, sales operations, and/or informational systems (ERPs, SAP)
• Proven data and analytical skills
• People skills and communication skills.
• Organizational and cross functional leadership skills
• Proven track record of seeing projects to completion

Additional information

• Must have unrestricted authorization to work in the USA.
• No visa sponsoring available.