Job description
Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.
With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.
The CX Process Specialist drives operational excellence by developing and optimizing scalable processes across key Customer Experience (CX) functions, including Customer Support, Trust & Safety, Customer Operations, and Logistics & Recovery. Reporting to the CX Operations Manager, this role focuses on streamlining workflows, eliminating inefficiencies, and enhancing overall operational effectiveness.
What You’ll Do
- 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
What You Bring
- 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
Bonus
- 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
Why Roadie?
- 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
- The technology you need to get the job done
