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Process Optimization Leader

3 weeks ago

Ottawa, Ontario, Canada Fullscript Full time

Role Overview

About the Position

We're seeking an experienced Process Optimization Leader to join our Support Operations team at Fullscript. This key role will focus on streamlining our support workflows, enhancing tooling and processes, and driving strategic initiatives to improve customer and agent experiences.

Main Responsibilities
  • Process Analysis & Improvement
  • You'll conduct thorough analyses of our current support processes, identifying opportunities for improvement and developing strategic plans to optimize them.
  • Collaborate with cross-functional teams to design and implement process enhancements, leveraging AI, automation, and data analytics to drive efficiency gains.
  • Change Management & Implementation
  • You'll lead the implementation of process changes, ensuring a smooth transition for employees and customers alike.
  • Develop and execute comprehensive training programs to educate team members on new processes and tools.
  • Metrics & Analytics
  • You'll establish key performance metrics to measure the success of process improvements and provide regular reporting to leadership.
  • Analyze data to identify trends, areas for improvement, and opportunities for further optimization.

Requirements

  • 5+ years in customer support, support operations, or process optimization, with at least 2+ years in a leadership role.
  • Proven experience leveraging AI, automation, or machine learning tools to optimize customer support workflows.
  • Strong analytical skills with a data-driven approach to improving efficiency and customer satisfaction.
  • Experience implementing and optimizing support platforms, ticketing systems, and automation tools to enhance workflows.
  • Excellent communication and stakeholder management skills, with the ability to collaborate cross-functionally and advocate for customer needs.
  • Ability to manage multiple projects, balance priorities, and drive AI-led transformation in a fast-paced environment.
  • Proactive mindset with a passion for continuous learning, staying updated on industry trends and best practices in support operations.