Lead Business Process Improvement

📋 Description

• Leads large cross-functional process engineering initiatives from problem definition through
• Apply systems thinking: mapping full upstream and downstream context before prescribing solutions
• Design processes for AI-readiness and automation, including designing around three standards
• Build some AI prototypes to communicate and validate process designs, using AI tools, workflow
• Use some basic process simulation to model how a designed process will behave under real-world
• Continuously improve process designs of Community Support experiences that document the full

🎯 Requirements

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
• 5+ years of post-graduate experience in operations (industrial engineering or similar preferred
• Advanced knowledge of customer service and contact center operations
• Lean Six Sigma Green Belt or Black Belt certified or equivalent process engineering expertise.
• Demonstrated ability to use AI to improve quality and efficiency within internal workflows.
• Demonstrated ability to design processes for AI-readiness and automation.

🎁 Benefits

• Bonus, equity, benefits, and Employee Travel Credits (as applicable)
• Base pay range: $132,000 - $155,000 USD