IT Process Improvement Lead - Now Hiring

Are you curious about solving complex business challenges for a leading convenience retailer?  Do you have a passion for cross functional collaboration?  Then you may be the perfect addition to our team! 
EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming America’s #1 ‘one-stop’ destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members.  You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.
 
What We Offer:
Competitive Wages
Work today, get paid tomorrow through our earned wage access program*
Paid Time Off
Medical/Health/Dental Coverage
401K with Company Match
Team Member Discounts
Tuition Reimbursement
Employee Assistance Program
Health Savings Account
Company Spirit Days
Employee recognition and awards
And much more!
 
Position Summary:
The IT Process Improvement Lead  as a new capability within the Office of the CIO, will play a critical role in evaluating and improving IT processes across the enterprise. This role partners with all areas of the IT organization to identify inefficiencies, recommend enhancements, and support the implementation of sustainable, scalable solutions that drive value and improve service delivery. This role is responsible for defining, prioritizing, and guiding enterprise-level IT process improvement efforts across the organization. With a strong emphasis on automation-first thinking—including AI, RPA, and intelligent workflows—this role will partner with all IT functions (Applications, Infrastructure, Cybersecurity, Data, PMO, and Innovation) to build scalable, optimized, and measurable processes.
This role is the process architect and change agent behind how IT works—integrating automation opportunities, aligning with ITSM and Corporate Alignment Processes (CAP), and leveraging frameworks like COBIT and CMMI to benchmark and mature operational capabilities. The role will define process; AI/Automation teams will execute implementation.
 
Responsibilities:
Process Strategy & Governance
Develop, maintain, and socialize a comprehensive IT process improvement roadmap aligned to IT strategy and Corporate strategy.
Define and manage a formal intake and prioritization framework for process improvement initiatives.
Establish measurable KPIs, SLAs, and maturity benchmarks using frameworks like COBIT, ITIL, and CMMI.
Ensure alignment with enterprise-level standards for IT Service Management (ITSM), risk, compliance, and change enablement.
Process Analysis & Design
Lead analysis of current-state IT processes using data-driven root cause analysis and process mapping.
Analyze and document existing IT processes, workflows, and system interactions to assess current state efficiency, effectiveness, and alignment with business objectives.
Collaborate with IT teams to identify friction points, redundant steps, and automation opportunities.
Conduct gap analyses to identify opportunities for process optimization and cost reduction.
Collect quantitative and qualitative data related to IT performance, incidents, and service requests.
Perform root cause analysis of recurring issues and recommend actionable solutions that align with IT strategy and business goals.
Use tools like Lucidchart, Visio, LeanIX, and process mining software to document and track process changes.
Automation-First Enablement
Champion AI-first principles in all process design efforts—ensuring RPA, AI, and workflow automation are embedded from the outset.
Partner with the Automation/AI Center of Excellence to transition manual processes to automated workflows.
Develop use case pipelines that identify and scope where GenAI, ML, or RPA can be applied.
Change Leadership & People Enablement
Build and execute people-centered change management strategies to support adoption of new ways of working.
Collaborate with Communications, PMO, and People teams to ensure stakeholders are prepared and engaged.
Deliver process training, roadshows, and documentation to ensure adoption and sustainability.
Develop and present improvement proposals, including expected benefits, risks, and ROI.
Lead or support implementation of approved process changes, including change management, pilot testing, and full-scale rollout.
Collaboration & Leadership
Act as a trusted advisor to functional IT leaders to facilitate alignment of process improvement goals with business outcomes.
Support process readiness for major organizational initiatives, including system transformations and mergers.
Serve as the single point of accountability for cross-cutting process improvement work across IT domains.
Training & Communication
Support the development and delivery of training materials and workshops to communicate new or revised processes to technical and business stakeholders.
Create clear and concise documentation, including standard operating procedures, process maps, and user guides.
Continuous Improvement & Governance
Establish and track key performance indicators (KPIs) to measure the impact of process improvements.
Recommend ongoing enhancements to ensure continuous alignment with evolving technology and business strategies.

Minimum Education: Bachelor’s degree in IT, Business Administration, or related field; equivalent experience accepted.
Minimum Experience:
7+ years of experience in IT operations, process improvement, ITSM, or enterprise architecture
Strong working knowledge of process frameworks such as ITIL, COBIT, and CMMI
Experience designing processes that integrate AI, RPA, and other automation tools
Proficiency in process analysis and visualization tools: Lucidchart, Visio, LeanIX, Miro, etc.
Experience developing KPIs, maturity models, and process performance dashboards
Excellent communication and facilitation skills with the ability to influence at all levels
·Demonstrated success in leading people change management initiatives
Preferred Experience:
Retail, Supply Chain, or ERP experience a plus.
Lean Six Sigma (Green Belt or Black Belt)
ITIL v4 or COBIT 2019
Prosci Change Management or similar certification
AI/RPA exposure or certifications (e.g., UiPath, Automation Anywhere, Power Automate)
Soft Skills:
Strategic Thinking – Ability to see the big picture and align process improvements to enterprise goals and IT strategy
Collaboration and Influence – Proven ability to partner across teams, build consensus, and influence without authority
Change Leadership – Skilled at managing organizational change and guiding people through process transitions
Critical Thinking – Strong problem-solving skills with a data-driven approach to identifying root causes and assessing solutions
Communication Skills – Clear and compelling communicator, capable of tailoring messages to both technical and non-technical audiences
Facilitation and Negotiation – Effective at leading workshops, resolving conflicts, and mediating competing priorities
Adaptability – Comfortable navigating ambiguity and adjusting quickly in a fast-paced, evolving IT environment
Attention to Detail – Thorough and meticulous in documenting and analyzing complex processes
Empathy and Emotional Intelligence – Understands stakeholder perspectives and fosters engagement during change initiatives
Continuous Improvement Mindset – Passionate about finding better ways to work and promoting a culture of innovation and learning
 
Other Requirements:
Travel: 5-10% as needed
Hours & Conditions: Monday – Friday 8-hour day in office setting
Physical Requirements: Minimal

At EG America, it’s important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.