Sr. Specialist Process Improvement
Core
Lead the design, development, and continuous improvement of Standard Operating Procedures (SOPs) across Customer Care using Lean Six Sigma methodologies to drive process efficiency and enhance customer experience.
Role type
Senior IC process improvement specialist (CX)
Builds
Standard Operating Procedures (SOPs), process maps, improvement programs, and feature configurations
Domain
Customer Experience (CX) / Contact Centers / Food Delivery
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Lean Six Sigma, SOP creation, process mapping, project ownership, data analysis, stakeholder management, business case formulation, workshop facilitation
Preferred skills
AI project experience, automation project experience, Visio, Figma, Miro
Technologies
Visio, Figma, Miro
Responsibilities
Create high-level blueprints and process maps to identify bottlenecks; Take full ownership of CX-PI programs from definition to iteration; Formulate business cases and feature requests based on operational insights; Share improvement results and root cause analyses with leadership; Partner with Product and Tech teams to align on priorities and unblock execution.
Seniority
Senior, hands-on IC
