Senior Continuous Improvement Lead, Customer Support Operations
About the Role
We are hiring a Senior Continuous Improvement Lead to drive large scale, cross functional improvement projects that elevate the customer support experience for a global community of users. In this role, you will own end to end process improvement work across high priority Customer Support roadmap programs, from process analysis and design through pilot execution and control plan development. You will be a key partner to Analytics, Policy, and Support Product teams, leading the process impact assessment and design work that shapes how support is delivered at scale.
What You Will Do
Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality. Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process. Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion. Build queries and use data analytics tools to support process improvement efforts and identify root causes. Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year. Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies. Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them. Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership. Must Haves: Your Expertise: 5+ years of post graduate experience in operations, with 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 demonstrated experience. Proven track record of leading cross functional teams to deliver process improvements with measurable business impact. Strong stakeholder management skills, with the ability to influence across functions and seniority levels. Hands on experience in process and systems design and improvement. Intermediate SQL skills. Intermediate Excel and analytics capability. Comfort operating in ambiguous problem spaces. Preferred Qualifications: Prior experience at a global marketplace, two sided platform, or high growth consumer technology company. Experience implementing Lean Six Sigma improvement projects globally. Familiarity with customer journey mapping and Functional Design documentation. Experience presenting business cases and improvement recommendations to senior leadership. Background supporting feature launches in partnership with Product and Policy teams. Key Details Location: Remote Start Date: June 2026 Duration: 12 months, with strong possibility of extension Work Schedule: Full-time, 40 hours per week (8 hours/day, 5 days/week). PST strongly preferred Pay Rate Range: $75- $95 per hour