CX Process Specialist

Summary

Join Roadie, a UPS company, as a CX Process Specialist and drive operational excellence by developing and optimizing scalable processes across Customer Experience functions. You will continuously assess and identify knowledge gaps, create and update process documentation, implement new CX tools, define and maintain process flows and SOPs, and collaborate with stakeholders to improve processes. Leveraging data, you will monitor performance, identify bottlenecks, and support change management initiatives. This role requires 1–2 years of experience in process documentation and improvement, excellent communication skills, and familiarity with process mapping tools. Roadie offers competitive compensation, 100% covered health insurance premiums, 401k matching, tuition and student loan repayment assistance, flexible work schedule with unlimited PTO, monthly 3-day weekends, a monthly WFH stipend, and paid sabbatical leave.

Requirements

• 1–2 years of experience in a similar role with a focus on process documentation and improvement
• Excellent communication skills, both written and verbal
• Ability to translate complex workflows into clear and actionable documentation
• Familiarity with process mapping tools (e.g., Lucidchart, Whimsical, Miro) and documentation platforms (e.g., Confluence, Google Workspace)
• Ability to create processes and documentation where none currently exist
• Demonstrated ability to manage and multitask across complex projects and timelines
• Excellent organizational skills with high attention to detail

Responsibilities

• 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

Preferred Qualifications

• Exposure to Lean, Six Sigma, or other continuous improvement methodologies is a plus, but not required- we’re looking for someone who understands the value of structured processes and documentation
• Experience working in fast-paced or startup environments

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore