Process Design Specialist
Core
Assess and redesign operations processes to improve support flows, reduce inefficiencies, and prepare workflows for future automation and AI integration.
Role type
Senior IC process design specialist (operations)
Builds
Standardized SOPs, runbooks, playbooks, and process maps for support operations
Domain
SaaS / Customer Support Operations / Process Engineering
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
process mapping methodologies, gap analysis, translating tribal knowledge to documentation, facilitation, data quantification, cross-functional collaboration, AI tool usage for workflow audits
Preferred skills
Lean Six Sigma, BPM certification, high-volume support operations experience
Technologies
Zendesk, Salesforce, Confluence, SQL (optional), spreadsheets
Responsibilities
Map current-state and future-state processes using standard methodologies (swimlane, RACI), identify gaps and redundancies in existing operations, translate customer experiences into actionable support flow improvements, facilitate sessions with SMEs to capture tribal knowledge, partner with Quality and Training teams to create standardized SOPs, identify opportunities for automation and AI-assisted workflows, measure process changes against baselines and report on metric impact
Seniority
Senior, hands-on IC
