Process Improvement Specialist - Customer Support
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The Customer Process Improvement Specialist is responsible for analysing, developing, and implementing strategies to enhance operational efficiency, reduce costs, and improve overall business processes. Initiate and oversee Customer Support Continuous Improvement projects, including defining scope, timelines, and delivery. They will work closely with stakeholders to identify inefficiencies, implement best practices, and drive continuous improvement initiatives across the organization.
Responsibilities
* Drive continual improvement that guides AMCS to improving the customer experience.
* Investigate, analyse, and document the current state of business processes.
* Leverage Lean Six Sigma tools and methodology as applicable.
* Drive improvements to existing processes and identify areas of non-value waste.
* Own global process standardisation and optimisation.
* Identify problematic customer trends and initiate remediation plans.
* Initiate and oversee Continuous Improvement projects, including defining scope, timelines, and delivery.
* Ensure process improvements are rolled out globally and followed consistently.
* Improve processes related to the ServiceDesk system of record to provide insights into process usage and training.
Qualifications
* Degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
* Certifications in Lean, Six Sigma (Green Belt or higher), or other process improvement methodologies are a plus.
* Proactive, positive, self-starter with a passion for continually improving processes.
* Ability to work independently as well as within a team.
* Excellent oral and written communication skills with both technical and non-technical audiences.
* Interpersonal skills and ability to develop and manage relationships at all organizational levels, internally and externally.
* Proven track record of successfully leading process improvement initiatives.
* Experience in SaaS Operations is an advantage.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Management and Manufacturing
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