Process Improvement Lead - Remote

Overview

We are looking for a Process Improvement Lead to be responsible for identifying, analyzing, and optimizing the operational processes within the Customer Service department. Their primary objective is to increase efficiency, reduce costs, and enhance the customer experience through the implementation of continuous improvement methodologies and automation.

In Short

• Map current Customer Service workflows to identify inefficiencies.
• Implement methodologies such as Lean, Six Sigma, Kaizen, or others to improve productivity and eliminate waste.
• Optimize processes related to ticket management, escalations, and first contact resolution (FCR).
• Identify opportunities to automate repetitive tasks using RPA (Robotic Process Automation).
• Implement self-service tools, chatbots, and AI to reduce the operational workload of agents.
• Define and monitor key operational efficiency KPIs such as AHT, FCR, TTR, and Cost per Contact.
• Generate data-driven reports to support strategic decision-making.
• Implement continuous improvement initiatives, ensuring adoption across teams.
• Identify opportunities to reduce costs without compromising service quality.
• Serve as a liaison between Customer Service, BI, IT, Product, and Development teams to prioritize and execute technical improvements.

Requirements

• Degree in Industrial Engineering, Business Administration, Economics, Data Science, or related fields.
• Lean Six Sigma certification (Green Belt or Black Belt) is desirable.
• 3+ years of experience in process optimization within Customer Service, Operations, or similar areas.
• Experience in process automation, RPA implementation, or continuous improvement.
• Knowledge of CRM tools (Salesforce, Zendesk, etc.) and ticket management systems.
• Data analysis skills with advanced Excel, SQL, Power BI, or Tableau (preferred).
• Experience in change management and technology adoption.

Benefits

• Growth and career development opportunities with flexible career paths.
• Work-life balance with flexible schedules and the option for remote work.
• Comprehensive benefits including competitive salary and health insurance.
• 25 days of vacation plus your birthday off.
• Unique office perks in Barcelona with stunning views.