Remote Process Writer: SOPs, DLPs & CX Process Maps

Gainwell Technologies LLC; Town of Texas (WI); On-site; USD 47,000 - 67,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a Process Writer to join our Customer Experience team. You will document processes, create SOPs and DLPs, and map workflows to standardize operations across CX.

Collaborate with Lean Six Sigma Black Belts to ensure accurate documentation, maintain templates, and enforce version control. Remote US-based role with travel up to 10% and a focus on quality and continuous improvement.

Qualifications

• Bachelor's degree in Technical Writing, Business, Communication, or related field OR equivalent combination of education and experience in technical/process writing, SOP/DLP development, and/or operational documentation.
• Knowledge management skills; involving identifying, creating, storing, and disseminating information so that it is accessible and actionable for employees and stakeholders.
• Confidence in leading Teams meetings and gaining the necessary process information from others.
• Good communication and interpersonal skills to interact and develop relationships, influencing both internal and external business units and subject matter experts.
• Microsoft Office Suite experience and proficiency, most extensively in Word (styles, templates, document control), Excel (tracking, data organization, basic formulas), PowerPoint, and SharePoint (document management, version control).
• Working knowledge of process mapping techniques, with the ability to facilitate stakeholder discussions, document current and future-state workflows, and develop process maps using Visio or similar applications.
• An analytical mindset to accurately break down and record processes.
• Ability to work as part of a team to identify and create solutions, as well as independently to manage and complete projects and tasks.

Responsibilities

• Document processes with detailed flowcharts, process maps, and written descriptions, identifying inefficiencies and standardizing documentation.
• Write and maintain clear, concise SOPs and DLPs for all CX areas with version control and regular reviews.
• Conduct periodic QA to ensure accuracy and alignment with operations and standards.
• Develop and implement documentation standards, templates, tools, and resources for standardized practices.
• Collaborate with cross-functional teams to gather information and clarify process details.
• Track documentation projects, manage milestones, and communicate findings and updates to stakeholders.

Skills

Knowledge management

Team leadership

Communication skills

MS Office

Process mapping

Analytical mindset

Team collaboration

Education

Bachelor's degree in Technical Writing or related field

Tools

Visio

MS Project

Planner

SharePoint

Job description

Gainwell Technologies is seeking a Process Writer to join our Customer Experience team. You will document processes, create SOPs and DLPs, and map workflows to standardize operations across CX.

Collaborate with Lean Six Sigma Black Belts to ensure accurate documentation, maintain templates, and enforce version control. Remote US-based role with travel up to 10% and a focus on quality and continuous improvement.