We are looking for a Business Process Improvement (BPI) Lead to drive large-scale, cross-functional improvement projects that elevate the customer support experience for a global community. In this role, you will deliver process improvements across high-priority Community Support programs, taking ownership of process analysis and design, pilot execution, and control plan development to enhance the user experience.
- 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.
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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.
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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.
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Deliver successful improvement projects with measurable business impact and transition solutions to operations for sustained results, including feature launches throughout the year.
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Build and maintain Functional Designs that illustrate the interactions between customer journey, agent processes, product features, and policies.
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Create and apply Failure Modes and Effects Analysis to identify and mitigate failures across processes and experiences.
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Present opportunities and progress to senior leadership and stakeholders.
- 5+ years of post-graduate experience in operations (industrial engineering or similar background preferred).
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Advanced knowledge of customer service and contact center operations.
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Lean Six Sigma Green Belt or Black Belt certification (or equivalent experience).
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Proven track record leading cross-functional teams to deliver projects with measurable business impact.
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Strong stakeholder management skills. Experience in process and systems design and improvement. Intermediate SQL, Excel, and analytics capability.
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Comfortable operating in ambiguous problem spaces.
Experience in marketplace, e-commerce, hospitality, or travel technology environments. Background scaling process improvements globally across distributed support operations. Experience with cost-benefit analysis and building business cases for senior leadership.
