Operational Excellence Strategist, Customer Support

Team Overview

The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.

Our Operational Excellence team serves as the centralized support and intelligence hub for the entire organization. We provide the process architecture that drives peak operational performance across all frontline pillars—ensuring operational excellence, scalable workflows, consistency, and end-to-end efficiency across the US market.

Position Summary

We are seeking a detail-oriented, analytical, and execution-driven Customer Support Workflow & SOP Specialist to join our centralized Standards team. In this role, you will be responsible for end-to-end process mapping, standardizing support workflows, and localizing global policies for frontline operations.

You will play a hands-on role in converting complex business rules into crisp, actionable SOPs. As a critical bridge between global guidelines and execution, you will partner closely with frontline teams, Product, Policy, and BPO partners to streamline operations, eliminate friction, and elevate the overall user support experience.

Key Responsibilities

SOP Architecture & Execution

• Global Guidelines: Collaborate with global teams to adapt global safety and support guidelines into compliant, actionable, and hyper-localized workflows tailored for the US market.
• End-to-End SOP Lifecycle Management: Draft, update, review, and maintain SOPs, macros, and decision trees for frontline Customer Support agents across multiple lines of business.
• Rollout & Readiness: Coordinate end-to-end process launches and updates; ensure frontline operations, BPO vendor teams, QA, and Training are fully aligned and equipped before new workflows go live.

Process Standardization & Governance

• Workflow Optimization & Mapping: Map out complex cross-functional customer journeys and operational workflows to identify bottlenecks, redundant steps, and operational gaps.
• Cross-Functional Alignment: Work closely with Product, Policy, Tooling/Engineering, and Safety Ops teams to simplify workflow handoffs, reduce manual steps, and advocate for tooling enhancements.
• Governance & Version Control: Maintain a centralized, source-of-truth knowledge repository for SOPs, ensuring version control, accessibility, and consistency across all support channels.

Operational Intelligence & Continuous Improvement

• Root-Cause & Gap Analysis: Leverage operational data, agent feedback, and QA findings to identify process breakdown root causes and drive continuous improvement initiatives.
• Impact Tracking: Monitor and evaluate the effectiveness of newly implemented workflows using key metrics (e.g., AHT, FCR, SOP adherence, First Contact Resolution).

Minimum Qualifications

• Experience: 3+ years of experience in Customer Support Operations, Workflow Design, Process Engineering, or Operational Excellence roles.
• Hands-on Process Design: Proven ability to translate complex business requirements, safety policies, or product features into clear, structured, and easy-to-follow SOPs/workflows.
• Stakeholder Management: Strong communication and collaboration skills; experience working across multi-functional teams (e.g., Ops, Product, Policy, Vendor Operations).
• Analytical Mindset: Comfortable working with operational metrics and data to identify process inefficiencies and measure optimization impact.
• Adaptability: High flexibility and resilience to operate effectively in a fast-paced, matrixed, and rapidly evolving environment.

Preferred Qualifications

• Prior experience in Trust & Safety, Content Moderation, Risk Management, or high-volume Tech Customer Support operations.
• Hands-on experience with process mapping and flow-chart tools (e.g., Visio, Lucidchart, Miro).
• Experience working with BPO vendor operations and localizing global operational processes.