Process Optimization Specialist

We are looking for a Process Optimization Specialist to be an expert on all things internal operations and lead process-based improvements that help us accomplish our goals. You will specialize in creating efficient and customer-first experiences for our teams and for our thousands of customers. You will design, implement, and scale new ideas to improve our internal customer operations, and be a catalyst to deliver continuous improvement projects across the department.

You will report to the Senior Manager, Process & Program Excellence.

You will be fully remote based in North America (United States or Canada)

You Will:

• Evaluate existing processes with flow charts, value maps, metrics, time studies, and customer journey maps
• Determine the most impactful gaps and opportunities to redesign improved end state workflows to transform our business
• Create efficiency-first user experiences that improve for trainability, repeatable success, minimal variance, and a high assurance of quality
• Lead continuous improvement programs to create new opportunities, determine prioritization, and activate the working groups to guide action
• Test hypotheses, run experiments, and implement process changes for the continuous improvement of our operation to reduce defects and friction throughout the user lifecycle
• Use analytical tools, frameworks, and skills to develop evidence-based strategies to influence multiple teams’ roadmaps without formal ownership or authority over resources

You Have:

• In-depth experience with lean methodologies such as five whys, value stream mapping, and customer journey maps
• 3 or more years of experience in technology, operations, finance, industrial engineering, or similar focused on process transformation
• Experienced with storytelling and executive presentations to pitch the transformative opportunities, request resources where needed, illustrate the potential value, and celebrate the wins
• Intermediate level proficiency with data analysis, including using Sheets or Excel (can maintain complex spreadsheets)
• Familiarity with business intelligence tools like Looker is a huge plus!
• Collaborative and inquisitive in nature
• Positive-sum and team player
• Comfort working in a high growth, operationally intensive environment where the only constant is change