Continuous Improvement Lead, Customer Support.

<h3><strong>About the Role</strong></h3> <p>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.</p><p></p> <h2><strong>What You’ll Do</strong></h2> <ul><li>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. </li><li>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. </li><li>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. </li><li>Deliver successful improvement projects with measurable business impact and transition solutions to operations for sustained results, including feature launches throughout the year. </li><li>Build and maintain Functional Designs that illustrate the interactions between customer journey, agent processes, product features, and policies. </li><li>Create and apply Failure Modes and Effects Analysis to identify and mitigate failures across processes and experiences. </li><li>Present opportunities and progress to senior leadership and stakeholders.</li></ul> <p></p> <h2><strong>Must Haves</strong></h2> <ul> <li>5+ years of post-graduate experience in operations (industrial engineering or similar background preferred). </li><li>Advanced knowledge of customer service and contact center operations. </li><li>Lean Six Sigma Green Belt or Black Belt certification (or equivalent experience). </li><li>Proven track record leading cross-functional teams to deliver projects with measurable business impact. </li><li>Strong stakeholder management skills. Experience in process and systems design and improvement. Intermediate SQL, Excel, and analytics capability. </li><li>Comfortable operating in ambiguous problem spaces.<br> </li> </ul> <h2><strong>Preferred qualifications</strong></h2><p>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.</p> <ul></ul> <h3><strong>Key Details</strong></h3> <ul><li> <p>Start Date: <strong>July 2026</strong></p> </li><li> <p>Duration: <strong>12 months, with possibility of extension or conversion</strong></p> </li><li> <p>Location: <strong>Remote</strong></p> </li><li> <p>Schedule:<strong> Full-time </strong></p></li><li> <p>Compensation: <strong>$65-$75 per hour</strong></p></li></ul>