Operations Process Design Specialist
Core
Design and optimize end-to-end operations processes and support flows to enable future automation and AI-assisted workflows.
Role type
Senior IC operations process design specialist
Builds
Standardized SOPs, runbooks, playbooks, and process maps for support operations
Domain
Customer support operations and process engineering
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
Assess existing operations to identify gaps and inefficiencies, map current and future state processes, facilitate sessions to capture tribal knowledge, partner with teams to create standardized SOPs, identify automation opportunities, track improvement initiatives and measure impact
Seniority
Senior, hands-on IC