Customer Experience Process Lead

Job description

JOB SUMMARY: The Customer Experience Process Lead is responsible for documenting, implementing, and continuously improving processes that support Customer Experience Representatives and Project Coordinators. This role partners closely with frontline teammates, supervisors, and cross-functional departments to create clear work instructions, optimize workflows, and ensure consistency, efficiency, and accuracy across customer and project operations. This role is responsible for training teammates on new and updated processes, ensuring adoption and consistent application across the team. The Process Lead serves as a subject matter expert on procedures, systems, and best practices, driving operational excellence and supporting a culture of continuous improvement. ESSENTIAL/PRIMARY DUTIES: - Develops, documents, and maintains standardized work instructions, process maps, and procedural documentation for customer experience and project coordination activities. - Analyzes existing workflows to identify inefficiencies, gaps, risks, and opportunities for improvement. - Partners with frontline teammates and leadership to design and implement streamlined, scalable processes and leads the train...