Transformational Process Specialist

2 days ago

Cainta, Calabarzon, Philippines beBeeBusiness Full time $90,000 - $120,000
Service Excellence Expert

We're seeking a skilled professional to join our team and drive process transformation through operational excellence and strategic enablement.

This role is a key contributor to the service experience transformation, owning specific business problems within the service journey and driving process redesign supported by targeted automation and AI applications.

You'll collaborate with cross-functional teams to gather insights and validate opportunities for radical improvement, design future-state workflows that revolutionize operational effectiveness, and track performance metrics to evaluate the success of new initiatives.

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 combine 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 stakeholders to ensure solution designs represent a fundamental shift and are aligned with business intent.
  • Support the development of 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 allowing 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 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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