Senior Process Improvement Lead - Customer Support (Remote)

Akraya, Inc.; San Francisco (CA); On-site; USD 108,000 - 114,000; Full time

Job summary

Akraya, Inc. in San Francisco, CA is seeking a seasoned operations professional to lead large-scale, cross-functional initiatives focused on enhancing community support operations. You will analyze, design, and implement process improvements to elevate the user experience.

The role requires driving pilot programs, measuring success, and ensuring sustained positive impact across teams and processes.

Qualifications

• Must have experience with process improvement methodologies.
• 5 years of post-graduate experience in operations (industrial engineering or similar preferred).
• Lean Six Sigma Green Belt or Black Belt certified or equivalent experience.
• Strong stakeholder management and cross-functional leadership.
• Ability to work effectively in ambiguous problem spaces.
• Experience in operations, particularly within customer service or contact center environments, is essential for this role.

Responsibilities

• Analyze and redesign key customer support processes.
• Lead and execute pilot projects for process improvements.
• Develop and implement measurement systems for process data.
• Collaborate with various teams on process impact assessments.
• Transition successful solutions to operations for ongoing effectiveness.

Skills

Process Analysis

Lean Six Sigma

SQL

Excel

Data Analytics

Job description

Akraya, Inc. in San Francisco, CA is seeking a seasoned operations professional to lead large-scale, cross-functional initiatives focused on enhancing community support operations. You will analyze, design, and implement process improvements to elevate the user experience.

The role requires driving pilot programs, measuring success, and ensuring sustained positive impact across teams and processes.