Process Excellence & Continuous Improvement Specialist
SiteMinder
Pune, India
Remote
Frontline engagement & pain point identification
Stakeholder engagement & solution design
Process improvement & documentation
As the Process Excellence & Continuous Improvement Specialist, you will be a critical individual contributor embedded at the intersection of frontline support and strategic improvement
Job Summary
As the Process Excellence & Continuous Improvement Specialist, you will be a critical individual contributor embedded at the intersection of frontline support and strategic improvement.
You will spend meaningful time alongside frontline support teams — listening, observing, and identifying friction points before they become systemic problems.
SiteMinder's Global Support Organisation is investing in a dedicated Process Excellence function to drive operational efficiency, continuous improvement, and a consistently excellent customer experience.
Matching Summary
As the Process Excellence & Continuous Improvement Specialist, you will be a critical individual contributor embedded at the intersection of frontline support and strategic improvement.
Skills & Requirements
Must-have
Frontline Engagement & Pain Point Identification
Stakeholder Engagement & Solution Design
Process Improvement & Documentation
New Process Rollout & Operational Readiness
Process Repository Management
Process Cascading, Adherence & Audit
CRM & Systems Familiarisation
Improvement Tracking & Reporting
Progress Communication & Team Engagement
Nice-to-have
Diverse and inclusive culture
World-leading hotel commerce platform
Empowering individual contributions
Revolutionising customer experience
Key Requirements
3-5 years of experience in customer support or service delivery
Demonstrated experience identifying process gaps and driving improvements
Experience engaging cross-functional stakeholders
Proven ability to manage multiple concurrent workstreams
Experience working with CRM or support platforms
Bachelor's degree or equivalent practical experience