Process Improvement Specialist
Core
Assess operations processes, identify gaps/inefficiencies, and design standardized improvements to support flows using process mapping and documentation.
Role type
Process Design Specialist (IC)
Builds
Standardized SOPs, runbooks, playbooks, and process maps for support operations
Domain
Operations / Customer Support / Process Engineering
Required skills
Process mapping methodologies, gap analysis, SOP/runbook creation, stakeholder facilitation, data quantification, cross-functional collaboration, documentation writing
Preferred skills
Lean Six Sigma, BPM certification, high-volume support operations experience
Technologies
Zendesk, Salesforce, Confluence, SQL (optional), AI tools
Responsibilities
Map current-state and future-state processes using standard methodologies, translate customer experiences into actionable support flow improvements, facilitate working sessions to capture tribal knowledge, partner with Quality & Training to create standardized documentation, identify automation/AI opportunities, track initiatives from assessment to adoption, measure process changes against baselines
Seniority
Mid-level, hands-on IC
