Unlock Operational Excellence

20 hours ago

Pasay, National Capital Region, Philippines beBeeInnovation Full time $98,765 - $123,456
Process Innovation Expert

Transforming Service Experiences

We are seeking an exceptional Process Innovation Expert to join our team. As a key contributor, you will drive the transformation of our service experience through process redesign and automation.

Our ideal candidate is results-driven, with a strong orientation toward outcomes such as faster resolution, more consistent quality, and smarter operations. They will own specific business problems within the service journey and collaborate with cross-functional teams to gather insights and validate opportunities for radical improvement.

The Process Innovation Expert will design future-state workflows that revolutionize operational effectiveness, combining policy, process, and automation to achieve breakthrough results. They will partner with QA, analytics, data science, and frontline teams to ensure solution designs represent a fundamental shift and are aligned with business intent.

Key Responsibilities:

  • Identify opportunities for entirely new processes or fundamental shifts in existing ones, driving 0-1 initiatives rather than incremental gains.
  • Design future-state workflows that revolutionize operational effectiveness, combining policy, process, and automation to achieve breakthrough results.
  • Partner with QA, analytics, data science, and frontline teams to gather insights and validate opportunities for radical improvement.
  • Collaborate with Business Applications to ensure solution designs represent a fundamental shift and are aligned with business intent.
  • Support prompt design, decision tree logic, and automation flows when needed—always within the broader business context of transformative impact.
  • Track and interpret performance metrics to evaluate the success of new initiatives and identify opportunities for further innovation.
  • Document frameworks, playbooks, and best practices that allow repeatable improvement and cross-team alignment for future ground-up initiatives.

Requirements:

  • 3–5 years of experience in service operations, continuous improvement, or CX strategy, with a proven track record of driving 0 to 1 initiatives.
  • Strong process thinking: ability to simplify complex systems, reduce handoffs, and eliminate waste, with a bias towards radical change.
  • Familiarity with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
  • Comfortable leading discovery, facilitation, and cross-functional problem solving with a focus on groundbreaking solutions.
  • Strong business judgment, able to connect customer experience outcomes to operational mechanics and bottom-line impact through innovative approaches.
  • Passion for building excellent, scalable systems that represent a paradigm shift, not just optimizing existing tools.

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