Job Description

Job Description:

Title: Continuous Improvement Specialist

Location: Seattle, WA

Duration: 12 months (potential multi-year contract)

Key responsibilities:

• Work cross-functionally with teams to affect department-wide performance improvement with our internal and external partners by designing and implementing processes, metrics, and programs that enhance the end-to-end customer experience
• Participate in listening mechanisms, to include cross-functional meetings and improvement projects related to timeliness and quality of service delivery
• Coordinate monthly Continuous Improvement team communication strategy, sharing successes and engaging Operators to learn about continuous improvement methodologies
• Analyze operations to identify key metrics and opportunities for effective business operations
• Lead high impact projects that require quick action to resolve employee pain points
• Participate in regular operational reviews and performance reporting. Includes coordinating with the necessary stakeholders, ensuring information is relevant, accurate, easy to consume, and conveys improvement opportunities
• Facilitate meetings while also providing feedback and insight (i.e., Voice of the Operator intake review, roadmap prioritization, etc.)
• Define and drive project plans in an ambiguous, fast-paced environment
• Work with program managers, operations leaders, and the leadership team to communicate the impact of critical business initiatives in a global setting
• Influence design and development of strategic processes
• Audit completed projects to verify sustained impact

Required Qualifications:

• Bachelor’s degree
• 3+ years’ experience in operations leadership, business consulting, program management, or project management experience
• 2+ years’ experience in delivering results related to quality and/or efficiency improvements
• Detail oriented, excellent analytical, verbal, and written communication skills, especially narrative writing
• High levels of integrity and discretion in handling confidential information

Preferred Qualifications:

• Advanced degree
• Six Sigma Green Belt or Lean Certification
• Analytical experience using Control Charts, Hypothesis Testing, Regression Analysis, and other statistical tools
• Experience identifying, analyzing, and solving ambiguous problems with an extreme attention to detail
• Passion for technology, curiosity to dive deep into the suite of technical products and commitment to learning and expanding technical knowledge
• Able to prioritize in complex, fast-paced environment
• Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
• Strong change management and influencing skills; ability to negotiate and communicate across all levels of the organization
• Demonstrated experience and proficiency in effective written and verbal communication

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