Business Process Improvement Specialist
Perk
full-time
Posted on:
Location Type: Hybrid
Location: Barcelona • 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Conduct detailed assessments of current customer care processes to identify gaps, inefficiencies, and improvement opportunities.
- Use data insights and operational metrics to inform recommendations and track improvements.
- Map, document, and redesign processes alongside stakeholders across Customer Care, Operations, VMO, Tooling, and other teams.
- Run short-term tests, pilots, and experiments to validate new ways of working before full rollout.
- Diagnose workflow bottlenecks and develop solutions to improve speed, accuracy, and consistency.
- Support the introduction of automation, smarter routing, and operational tooling enhancements.
- Monitor and analyse KPIs to assess the performance and impact of implemented changes.
- Research and evaluate new technologies and industry solutions that could improve Customer Care productivity.
- Partner with Product, Tooling, and Engineering teams to trial new tools and support their implementation.
- Create and maintain documentation for new tools, processes, and system changes for frontline teams.
- Stay up to date with industry best practices, benchmarking insights, and evolving customer service trends.
- Contribute to wider Operational Excellence initiatives to drive overall efficiency and scalability.
- Build strong relationships across Customer Care, Product, Operations, and other key departments.
- Communicate process changes clearly, ensuring alignment and adoption across teams.
- Facilitate discussions, workshops, and feedback sessions to foster collaboration and transparency.
Requirements
- Experience in process improvement, operations, customer care, or a related field.
- Strong analytical skills with the ability to interpret data and propose clear recommendations.
- Excellent communication and stakeholder management skills.
- Comfortable operating in a fast-paced, high-growth environment with evolving priorities.
Benefits
- Receive competitive compensation and equity ownership in Perk
- Rest and recharge with our generous allocation of vacation days plus public holidays
- Take control of your physical health with your choice of private healthcare or a gym allowance
- Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
- Join our unforgettable Perk events, including our spectacular annual summer party
- Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
- Make your money go further with our flexible compensation plan
- Focus on your family with 17 weeks’ paid parental leave during your child’s first year
- Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
- Broaden your horizons with up to 20 "Work from Anywhere" days per year
- Nurture your language skills with in real-life English, Spanish and Catalan lessons
- Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
- Let us help you move to one of our hubs with relocation support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process improvementdata analysisKPI monitoringworkflow diagnosisautomationoperational metricsdocumentationcustomer care productivitytool implementationbenchmarking
Soft skills
analytical skillscommunicationstakeholder managementcollaborationrelationship buildingfacilitationadaptabilitytransparencyproblem-solvingteam alignment