Become our new Continuous Improvement Specialist!

What You'll Do:

• Shadow team members to understand current workflows, identify pain points, and uncover opportunities for quick improvements (“Kaizens”).

• Analyze the existing backlog of process issues to connect related items and identify root causes.

• Map current-state processes and collaborate with stakeholders to design and define ideal future-state workflows.

• Gather and analyze data from service systems (CRM/Salesforce, AX/ERP, eCommerce, and case/contact data) to quantify performance, size problems, and prioritize improvement opportunities.

• Work with team leadership to prioritize improvement initiatives based on impact and effort.

• Develop clear business requirements for CRM (Salesforce), AX (ERP), eCommerce, and other system enhancements, creating a prioritized backlog for the technology team.

• Act as a liaison between the business team and technical resources to translate needs into actionable development work.

• Partner directly with team members on specific projects to drive them to completion, including a sustainment plan.

• Perform hands-on work to help clear obstacles and build momentum for the team.

• Participate in — and help develop and refine — team huddles and leadership meetings to gather information, provide updates, support problem solving and escalation, and act as an extension of the leadership team.

• Coach and support the team in continuous improvement practices such as structured problem solving, standard work, and visual/daily management.

• Help foster a culture of continuous improvement by identifying improvement opportunities and demonstrating the value of process optimization.

• Perform other related duties as assigned.

What It Takes:

Education and Experience:

• Bachelor's degree in business, operations, industrial engineering, information systems, or a related field, or a commensurate combination of education and experience.

• 3–5 years of continuous improvement experience, including meaningful experience in transactional, service, or office environments (not solely manufacturing).

• Experience in a customer success, customer service, contact-center, sales support, or operations role with a deep understanding of business processes.

• Proven ability in process mapping, analysis, and improvement methodologies, including customer journey mapping and/or service blueprinting.

• Familiarity with CRM and ERP systems (Salesforce and AX/ERP; eCommerce a plus) and the ability to define requirements for system enhancements.

• Data gathering and analysis capability across service systems — able to pull and interpret metrics such as SLA/response time, first-contact resolution, backlog/aging, handle time, and CSAT/NPS.

• Proficiency in Microsoft Office.

Knowledge, Skills, and Abilities:

• An analytical mindset with the ability to “connect the dots” between disparate problems to see the larger picture.

• A proactive and assertive approach, with the ability to escalate issues and drive progress independently.

• Ability to apply Lean and continuous improvement methodologies (structured problem solving, standard work, visual/daily management) to transactional processes.

• Strong facilitation, coaching, and communication skills, with the ability to influence without authority across cross-functional teams.

• Strong organization and time management skills, with attention to detail and a devotion to eliminating variation and inconsistency in processes and systems.

• Ability to work independently in a fast-paced, team-oriented environment.

Preferred Qualifications:

• Lean or Six Sigma certification (Green or Black Belt); Six Sigma is especially valuable for reducing variation in transactional processes.

• Change management certification or experience (e.g., Prosci / ADKAR).

• Business analysis credentials or Salesforce Administrator certification.

• Experience facilitating Kaizen events in office/service settings and applying daily management and standard work to knowledge work.

• Familiarity with contact-center/ticketing platforms and BI/analysis tools (Excel, Power BI, Tableau, or SQL).

• Voice-of-Customer (VOC) program experience.

Whats In It For You:

We offer a competitive salary and total rewards package
We offer amazing benefits including but not limited to:
Health Insurance: Traditional OR High Deductible plan
Flexible Spending Accounts
Health Savings Account (including employer contributions)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid caregiver leave
You will receive at least 3 weeks of PTO + Wellness + Holiday Pay + Volunteer Hours
401k with company match and immediate vest
Employee Stock Purchase Program at a discounted rate
Matching grants through Protolabs foundation
And More!