Process Architect (x2)

DeWinter Group; San Francisco (CA); Remote; USD 120,000 - 150,000; Full time

Job summary

A leading consulting firm is seeking a Process Architect to enhance customer experience workflows. This remote role focuses on designing scalable, automated processes that empower agents and AI in customer support. Ideal candidates will have strong Lean Six Sigma expertise and a proven track record in optimizing support systems.

Qualifications

• 5+ years of experience in designing support workflows.
• Strong procedural writing skills, unambiguous and logic-based.
• Experience in automation-friendly workflows with a proactive mindset.

Responsibilities

• Architect scalable CX workflows and author clear procedures.
• Collaborate with cross-functional teams to document complex requirements.
• Continuously improve operations for speed and customer satisfaction.

Skills

Process Design

Lean Six Sigma

Workflow Automation

Cross-functional Communication

Education

Lean Six Sigma Black Belt

Tools

Lucidchart

Miro

Contentful

Salesforce

Zendesk

Job description

Title: Process Architect (x2)

Duration: 6+ months

Start Date: ASAP

Location: Remote

W2/C2C: W2 Only

Job Description:

We’re looking for a Process Architect focused on CX workflows—a systems thinker who will design the structured support processes that agents and AI rely on to help our customers. You’ll architect scalable, logic-driven workflows that power resolution across every channel and touchpoint. If you’re energized by complex challenges, thrive in ambiguity, and want to build the blueprint for world-class customer support, we want to hear from you.

• Design modular, machine-readable CX workflows that drive agent actions and power AI decisioning across customer support channels.
• Author clear, logic-driven procedures that eliminate ambiguity and enable accurate resolution at scale.
• Apply Lean Six Sigma (LSS) methodologies to optimize existing workflows and build new ones that are automation-ready and resilient.
• Collaborate with Legal, Product, Ops, Compliance, and Security to turn complex requirements into executable support procedures.
• Lead end-to-end process design and documentation, proactively identifying risks and embedding controls early.
• Support product launches by developing launch-ready support flows that ensure agents and systems are equipped from day one.
• Continuously improve CX operations by identifying opportunities to increase speed, consistency, and customer satisfaction.
• Ensure scalability and interoperability across support systems, tools, and automation frameworks.

Requirements:

• 5+ years of experience designing support workflows within CX, customer support, or operations.
• Lean Six Sigma Black Belt certification with a track record of applying structured methodologies to real-world processes.
• Deep experience designing machine-readable, automation-friendly workflows consumed by both agents and AI systems.
• Exceptional procedural writing skills—your documentation is unambiguous, logic-based, and action-ready.
• A systems thinker who understands how people, tools, and data interact in a high-volume support environment.
• Strong cross-functional communicator who can align stakeholders across Legal, Product, Compliance, and Ops.
• A proactive, ownership-first mindset with a bias for clarity, structure, and operational excellence.

Nice to haves:

• Experience using tools such as Lucidchart, Miro, or Contentful to model and document workflows.
• Understanding of how AI/ML systems ingest and act on structured process data.
• Familiarity with support platforms such as Salesforce, Zendesk, or similar.
• Background in crypto, fintech, or highly regulated industries.

DeWinter Group and Maris Consulting is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We post pay scales which are based on our client pay ranges. DeWinter, Maris, and our clients have the right to modify the requirements of the role which can impact the pay ranges posted.