Guest Services Process Improvement Coordinator

Living-Spaces; La Mirada (CA); On-site; USD 3,396,000 - 4,408,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) match

Vacation

Paid Sick Leave

Flexible Spending Account

Employee Assistance Program

Holiday pay

Life insurance

Job summary

Living Spaces is seeking a Process Improvement Coordinator for the Guest Services department to drive operational efficiency and continuous improvement across cross-functional projects. You will audit processes, research issues, and support all project phases including UAT for software updates.

The role requires a Bachelor's degree in business management or related field and 5+ years in a call center or customer service setting with strong analytical skills.

Qualifications

• Bachelor's degree in business management or related field.
• 2 years in a fast-paced call center or project management support role.
• Minimum 5 years of experience within a call center or customer service environment.
• Proven analytical skills to resolve problems and find solutions.

Responsibilities

• Audit internal processes and identify improvement opportunities.
• Research issues and help define project requirements, scope, and objectives.
• Provide support across all project life cycle phases, including UAT for tech updates.
• Serve as IT liaison, prioritizing IT roadmap and UAT for updates.
• Manage the PM calendar, track activities, and report progress.
• Prepare outlines, schedule meetings, and coordinate training.
• Assist in developing tools, training, SOPs, and reference materials.

Skills

Analytical skills

Project coordination

PM support

Fast-paced call center experience

Communication

Education

B.A. or B.S. in business management or related field

Tools

Excel

Word

PowerPoint

Tableau

Intercom

AX

Genesys Cloud

Pega CRM

Visio

Job description

Position SummaryThe Process Improvement Coordinator supports the identification, planning, and execution of process improvement initiatives within the Guest Services department. This role assists in coordinating cross-functional and cross-market projects, collaborating closely with leadership to develop and implement action plans that align resources, training, and timelines to drive operational efficiency and continuous improvement.Position DescriptionEssential Duties and Responsibilities include the following. Other duties may be assigned.Audit internal processes and assist leadership in identifying process improvement opportunities.Research issues and assist in evaluating and defining project requirements, scope, and objectives.Provide support and coordination throughout all phases of project life cycles, including User Acceptance Testing (UAT) for technology updates.Act as the IT liaison by helping prioritize the IT roadmap and completing UAT for key software updates and upgrades.Manage the project management calendar, track project activities, and report on progress.Perform administrative tasks, including preparing project outlines, scheduling meetings, and coordinating training.Complete tasks assigned by the Manager in an efficient and timely manner.Support the development and implementation of tools, training, SOPs, and reference materials necessary for team success.LS1AQualificationsEducation/Experience: Bachelor's degree (B. A. or B. S.) or equivalent from four-year college in business management or related field. 2 years of experience in either a fast-paced call center or project management support role. Minimum 5 years of experience within a call center or customer service environment. Proven analytical skills are necessary to resolve problems and look for solutions. Equivalent combination of education and experience will be considered.Computer Skills: To perform this job successfully, an individual must have experience in Microsoft Office programs including Excel, Word, and PowerPoint. Experience with Tableau and Report Writing is preferred. Experience with Intercom, AX, Genesys Cloud, Pega CRM, and Visio a plus.Certificates and Licenses: NoneSupervisory Responsibilities: This position will not have any supervisory responsibilities.Position Hiring RangeThe hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces expects to pay for the position upon hire. Pay will be determined by several factors, including, but not limited to: applicant's education, relevant work experience, knowledge, applicable and relevant skills and abilities, market demand, Company budget, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this page at any time.Compensation: $24.65 - $32.00Overtime pay is available for eligible, non-exempt Team Members. Reimbursement for expenses as required by applicable law and Company policy. Retail, Guest Services and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI's.Additional available benefits upon meeting eligibility requirements include:Medical (full-time only)Dental (full-time only)Vision (full-time only)401(k) with Company match (full and part-time)Vacation (full-time only or as otherwise required by applicable law)Paid Sick Leave (full and part-time)Flex or Health Spending Account (for eligible full-time only)Employee Assistance Program (full and part-time)Holiday pay (full-time only)Life insurance (full-time only)For more details, please visit our website at: Careers (livingspaces.com)Equal Opportunity EmployerIt is our policy to abide by all federal, state, and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical disability, mental disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including but not limited to, cancer related or HIV/AIDS related), sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.E-VerifyLiving Spaces participates in E-Verify. All newly-hired team members are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.Applicant Privacy