Strategic partner in Production and Logistics team providing data - driven insights. Focused on cost optimization and process improvement in a hybrid work environment.
About the role
- Develop and maintain clear, agent-facing process documentation including SOPs, guidelines, process maps, and decision trees for the Care knowledge base
- Conduct regular content reviews to ensure clarity, accuracy, and ease of use
- Champion best-in-class knowledge design principles to improve efficiency and resolution quality
- Use data and insights to identify gaps, pain points, or opportunities for automation
- Leverage key metrics to prioritise knowledge initiatives and measure the impact of improvements
- Recommend and implement process improvements to optimise both agent and customer experience
- Build and maintain reporting to give stakeholders visibility into content usage, agent engagement, and satisfaction
- Partner with cross-functional teams (Operations, Product, Marketing) to translate business requirements into clear agent-facing content
- Collaborate with third-party vendor partners and encourage feedback loops to improve content quality
- Support teams through process rollouts, ensuring smooth transition and adoption
Requirements
- Proven experience designing and managing processes in a contact centre or support operations environment.
- Strong background in process improvement methodologies (Lean, Six Sigma, or Agile preferred).
- Ability to translate complex requirements into clear, structured knowledge content.
- Strong analytical skills; comfortable using data to make decisions and influence stakeholders.
- Excellent written and verbal communication skills, with strong attention to detail.
- Experience working cross-functionally on a global scale or in a fast-paced, complex environment.
- Additional languages (French, Italian, Dutch or Arabic) are a plus, but not required.
Benefits
- healthcare
- well-being
- parental leave
- pensions
- generous annual leave allowances
- time off to support a charitable cause of your choice
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
VM
Vivid MoneyHead of FinCrime Operations
Head of Financial Crime Operations managing FinCrime strategies at Vivid, a FinTech company. Leading operational teams and developing scalable frameworks for compliance and performance.
LA
LANXESSOperations Specialist
Operations Specialist providing front - line support in chemical manufacturing processes. Involves process monitoring, technical support, and leading improvement initiatives in Charleston, SC.
GI
Global Payments Inc.Head of Merchant Operations
Head of Merchant Operations leading diverse business operations for Global Payments. Overseeing Merchant Operations, customer onboarding, and strategic direction for sustainable growth.
PI
Penumbra, Inc.Field Support Operations Representative I
Field Support Operations Rep part of a team revolutionizing healthcare treatment. Supporting Sales Representatives in administrative tasks and order processing.
NG
Northrop GrummanSDS Division Design Operations and Integration Manager 2
Manager of Operations and Integration for Design Engineering at Northrop Grumman. Supporting team responsible for onboarding talent and defining processes in a fast - paced environment.
AM
A.P. Moller - MaerskLCL Operations Agent
LCL Operations Agent ensuring customer satisfaction for LCL clients at Maersk. Managing shipments, invoicing, and building strong customer relationships in the logistics sector.
Loan Document and Processing Team Coordinator managing loan documentation processes for Citi. Focused on applying industry standards, improving workflows, and providing team guidance in a complex operations environment.
Leading strategies for student recruitment and managing complex partnerships in the education sector at YDUQS. Developing collaborations with various educational and health stakeholders.
NN
Novo NordiskInternational Operations Business Graduate
International Operations Business Graduate at Novo Nordisk, embarking on a diverse graduate programme. Completing rotations and hands - on experience in global pharmaceutical operations.