Continuous Improvement & Automation Specialist

Summary

Join LegalMatch Philippines as a CI & Automation Specialist and take ownership of performance challenges on our Voice teams. You will lead improvements, support systems like Salesforce, and implement automation or AI solutions. This night shift role involves a morning handoff for shift continuity. You will be the first line of Salesforce support for Voice teams at night, own CI projects from scoping to rollout, and design automation workflows. Collaboration with analysts, leads, and other teams is crucial to diagnose and solve performance blockers. You will also track, document, and report the impact of changes and train team members on new improvements.

Requirements

• Bachelor’s degree in a relevant field (e.g., business, IT, engineering)
• Minimum 3 years of experience in process improvement or automation
• Working knowledge of Salesforce, with troubleshooting experience
• Strong leadership, ownership, and analytical thinking
• Comfortable working during night shifts with partial morning overlap

Responsibilities

• Be the first line of Salesforce support for Voice teams at night
• Take ownership of CI projects, from scoping to rollout
• Design and develop automation workflows using AI or scripting tools to boost efficiency
• Work closely with analysts and leads to diagnose and solve performance blockers
• Align initiatives with Voice TLs, QA, and Sales Ops goals
• Track, document, and report the impact of changes
• Train team members and monitor adoption of improvements
• Continuously test new automation tools and report findings

Preferred Qualifications

• Experience with tools like Python, n8n, or other automation platforms
• Knowledge of Lean Six Sigma
• Proactive and outcome-oriented
• A problem-solver
• Has the ability to work effectively under pressure and resolve issues efficiently
• Passionate about continuous improvement
• Skilled in collaboration and communication, working effectively with diverse teams and stakeholders