Continuous Improvement Lead, Customer Support.
About the Role
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. What You’ll Do 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. 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. 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. Deliver successful improvement projects with measurable business impact and transition solutions to operations for sustained results, including feature launches throughout the year. Build and maintain Functional Designs that illustrate the interactions between customer journey, agent processes, product features, and policies. Create and apply Failure Modes and Effects Analysis to identify and mitigate failures across processes and experiences. Present opportunities and progress to senior leadership and stakeholders. Must Haves 5+ years of post-graduate experience in operations (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 experience). Proven track record leading cross-functional teams to deliver projects with measurable business impact. Strong stakeholder management skills. Experience in process and systems design and improvement. Intermediate SQL, Excel, and analytics capability. Comfortable operating in ambiguous problem spaces. Preferred qualifications 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. Key Details Start Date: July 2026 Duration: 12 months, with possibility of extension or conversion Location: Remote Schedule: Full-time Compensation: $65-$75 per hour