Continuous Improvement Specialist

Education and Experience:

Bachelor's degree in business, operations, industrial engineering, information systems, or a related field, or a commensurate combination of education and experience.

3–5 years of continuous improvement experience, including meaningful experience in transactional, service, or office environments (not solely manufacturing).

Experience in a customer success, customer service, contact-center, sales support, or operations role with a deep understanding of business processes.

Proven ability in process mapping, analysis, and improvement methodologies, including customer journey mapping and/or service blueprinting.

Familiarity with CRM and ERP systems (Salesforce and AX/ERP; eCommerce a plus) and the ability to define requirements for system enhancements.

Data gathering and analysis capability across service systems — able to pull and interpret metrics such as SLA/response time, first-contact resolution, backlog/aging, handle time, and CSAT/NPS.

Proficiency in Microsoft Office.

Knowledge, Skills, and Abilities:

An analytical mindset with the ability to “connect the dots” between disparate problems to see the larger picture.

A proactive and assertive approach, with the ability to escalate issues and drive progress independently.

Ability to apply continuous improvement methodologies (structured problem solving, standard work, visual/daily management) to transactional processes.

Strong facilitation, coaching, and communication skills, with the ability to influence without authority across cross-functional teams.

Strong organization and time management skills, with attention to detail and a devotion to eliminating variation and inconsistency in processes and systems.

Ability to work independently in a fast-paced, team-oriented environment.

Lean or Six Sigma certification (Green or Black Belt); Six Sigma is especially valuable for reducing variation in transactional processes.

Change management certification or experience (e.g., Prosci / ADKAR).

Business analysis credentials or Salesforce Administrator certification.

Experience facilitating Kaizen events in office/service settings and applying daily management and standard work to knowledge work.

Familiarity with contact-center/ticketing platforms and BI/analysis tools (Excel, Power BI, Tableau, or SQL).

Voice-of-Customer (VOC) program experience.

We offer a competitive salary and total rewards package

We offer amazing benefits including but not limited to:

Health Insurance: Traditional OR High Deductible plan

Flexible Spending Accounts

Health Savings Account (including employer contributions)

Dental and Vision

Basic and Supplemental Life Insurance

Short-Term and Long-Term Disability

Paid caregiver leave

You will receive at least 3 weeks of PTO + Wellness + Holiday Pay + Volunteer Hours

401k with company match and immediate vest

Employee Stock Purchase Program at a discounted rate

Matching grants through Protolabs foundation

And More!