Lead Continuous Improvement pilots and projects focused on analyzing and improving service delivery for specific Community Support business processes to increase operational efficiency and process quality.
Partner cross-functionally with Shared Services, Policy, and Support Product teams to lead process impact assessments and design solutions for high-priority changes within the Change Management process.
Collaborate with Analytics to design and implement process measurement systems, analyze process data, and use insights to drive decision-making.
Build queries and use data analytics tools to support improvement efforts.
Deliver successful improvement projects with measurable business impact and transition solutions to operations for sustained results, including feature launches throughout the year.
Build and maintain Functional Designs that illustrate the interactions between customer journey, agent processes, product features, and policies.
Create and apply Failure Modes and Effects Analysis to identify and mitigate failures across processes and experiences.
Present opportunities and progress to senior leadership and stakeholders.

5+ years of post-graduate experience in operations (industrial engineering or similar background preferred).
Advanced knowledge of customer service and contact center operations.
Lean Six Sigma Green Belt or Black Belt certification (or equivalent experience).
Proven track record leading cross-functional teams to deliver projects with measurable business impact.
Strong stakeholder management skills.
Experience in process and systems design and improvement.
Intermediate SQL, Excel, and analytics capability.
Comfortable operating in ambiguous problem spaces.

Continuous Improvement Lead, Customer Support

Key skills