CX Process Specialist

The CX Process Specialist drives operational excellence by developing and optimizing scalable processes across key Customer Experience (CX) functions, including Customer Support, Trust & Safety, Customer Operations, and Logistics & Recovery. Reporting to the CX Operations Manager, this role focuses on streamlining workflows, eliminating inefficiencies, and enhancing overall operational effectiveness. Continuously assess, and identify knowledge gaps, and collaborate with Product, Content, Training, and other CX teams to develop effective, streamlined process mapping to ensure alignment and adoption to CX operations. Create and update clear, user-friendly process documentation using tools such as Lucidchart, Whimsical, or Miro. Implement, own, and serve as the subject matter expert for new CX tools to aid enablement and efficiency. Define, document and maintain process flows, and SOPs that support CX operations across channels (voice, chat, email). Collaborate with internal stakeholders to gather requirements, identify inefficiencies, and recommend process improvements. Use data to monitor process performance and proactively identify bottlenecks and opportunities for improvement. Support change management initiatives by contributing to documentation, communication, and rollout plans.