Customer Operations & Process Excellence Specialist
Core
Enables operational consistency, documentation discipline, reporting accuracy, and scalable process execution for the Customer Service & Administration function.
Role type
Customer Operations & Process Excellence Specialist
Builds
Standard Operating Procedures (SOPs), operational reports, dashboards, and customer onboarding materials
Domain
Logistics/Transportation operations and customer service administration
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
SOP creation and maintenance, operational metrics analysis, cross-functional coordination, compliance documentation, process gap identification, change management communication, data validation, KPI tracking, automation opportunity identification, RPA testing support
Preferred skills
Customer service or transportation/logistics operations experience, SOX compliance or QMS exposure, KPI dashboard definition, continuous improvement methodologies, automation/RPA initiative exposure
Technologies
Microsoft Office (Excel, PowerPoint)
Responsibilities
Create and maintain Standard Operating Procedures (SOPs) and work instructions; Coordinate requests for new reports, dashboards, and operational tracking tools; Draft and coordinate mass customer communications and onboarding guides; Assist in documenting automation and RPA opportunities; Support monthly SOX and operational compliance validation activities; Analyze customer service and operational metrics to identify trends and risks
Seniority
Mid-level individual contributor