💼 About This Role

You'll drive operational efficiency within SiteMinder's Global Support Organization by identifying pain points, co-designing solutions, and rolling out new processes. Your work will directly improve customer experience and frontline support workflows.

🎯 What You'll Do

• Conduct regular listening sessions with frontline support agents
• Map current-state processes and identify inefficiencies
• Facilitate cross-functional workshops to co-design solutions
• Lead rollout of new processes for product launches and incidents

📋 Requirements

• 3+ years in process improvement or related role
• Experience with support operations in a SaaS environment
• Proficiency in process mapping tools (e.g., swimlane diagrams)
• Ability to analyze data from case volumes and escalation rates

✨ Nice to Have

• Lean Six Sigma Green Belt certification
• Experience with knowledge management systems
• Background in technical support or customer success

🎁 Benefits & Perks

• 🏖️ Flexible working with hybrid model
• 📚 Learning and development opportunities
• 💻 Modern tools and technology
• 🌍 Global exposure across 150+ countries