Business Process Improvement Specialist

Job description:

The Role

The Process and System Specialist will own the ongoing analysis, improvement, documentation, and implementation of the company's operational systems and processes.

This role sits at the intersection of people, processes, systems, technology, and organizational change. You will investigate how work is actually being done, compare execution against documented processes, identify root causes, design practical improvements, document the new standard, implement changes, and measure whether they are working.

The goal is not to create documentation for its own sake. The goal is to build an operating environment where processes are clear, systems support execution, responsibilities are understood, changes are adopted, and critical knowledge is not dependent on individual employees.

This is an analysis-heavy role (approximately 70% analysis / 30% communication and persuasion) for someone who enjoys turning operational complexity into clear, scalable systems.

What You'll Own

1. Process Analysis & Operational Diagnostics

• Audit existing processes, workflows, and SOPs against actual day-to-day execution.
• Map how work moves across teams, systems, and functions.
• Identify gaps between how work is supposed to happen, how it actually happens, and what the systems support.
• Shadow and interview team members to understand real-world workflows and operational friction.
• Identify bottlenecks, duplication, unnecessary steps, handoff failures, and recurring issues.
• Determine whether problems are caused by process design, systems, documentation, capability, accountability, or unclear ownership.
• Use data and evidence to validate problems rather than relying solely on anecdotal feedback.
• Translate findings into clear recommendations and prioritized improvement opportunities.

2. Process Design & Improvement

• Design clear, practical, and scalable processes that improve consistency, efficiency, accuracy, and accountability.
• Break complex problems into smaller, manageable, and testable improvements.
• Prioritize initiatives based on business impact, revenue impact, urgency, feasibility, and potential for quick wins.
• Redesign workflows where existing processes are inefficient, unclear, or overly dependent on individual knowledge.
• Identify opportunities to simplify, standardize, automate, or eliminate unnecessary work.
• Test proposed changes before broader implementation.
• Measure outcomes and continuously refine processes based on actual performance.

3. Systems & Workflow Optimization

• Evaluate whether existing systems and tools effectively support the company's workflows.
• Identify gaps between business processes and system capabilities.
• Improve the way teams use core platforms, including:
• Notion — knowledge management and SOPs
• ClickUp — task and workflow management
• Slack — internal communication
• Cubby — property management
• Google Workspace — documents, files, and collaboration
• Identify opportunities for better workflows, automations, integrations, reporting, and information flow.
• Reduce unnecessary manual work, duplicate data entry, and fragmented information.
• Help establish clear ownership for critical systems, workflows, and information.
• Ensure systems remain aligned with evolving business processes.

4. Documentation & Knowledge Management

• Build, restructure, and maintain a scalable SOP and process documentation framework.
• Maintain Notion as a practical and reliable source of truth for operational knowledge.
• Convert validated processes into clear, usable documentation.
• Create process maps, workflows, checklists, decision trees, and other documentation where appropriate.
• Ensure documentation clearly communicates what to do, how to do it, who owns it, and what outcome is expected.
• Establish documentation standards, ownership, review cycles, and version control.
• Identify and eliminate outdated, duplicative, or conflicting documentation.
• Build systems that reduce reliance on tribal knowledge and individual employees.

5. Organizational Change & Implementation

• Own the implementation of approved process and systems changes from planning through adoption.
• Develop practical rollout plans, communication strategies, training materials, and implementation timelines.
• Work closely with department leaders and team members to introduce new ways of working.
• Communicate the why behind changes and connect new processes to business outcomes.
• Identify resistance, confusion, capability gaps, or other barriers to adoption.
• Provide training and support during implementation.
• Monitor adoption after rollout and address gaps when teams revert to old habits.
• Ensure process improvements become part of normal operations rather than remaining theoretical recommendations.

6. Performance Measurement & Continuous Improvement

• Develop practical ways to measure whether processes are working.
• Build and maintain trackers, dashboards, and reporting mechanisms where needed.
• Establish meaningful KPIs and measurable outcomes for key processes.
• Use operational data to identify recurring problems, trends, and systemic weaknesses.
• Distinguish between activity and results — completing a process does not necessarily mean the process is effective.
• Create feedback loops that allow processes to be continuously evaluated and improved.
• Use a no-blame, evidence-based approach to identifying and solving operational problems.

7. AI & Modern Productivity

• Use AI tools to improve the speed and quality of research, analysis, documentation, process design, and operational work.
• Demonstrate practical familiarity with Claude and other leading AI tools.
• Identify opportunities to incorporate AI into documentation, knowledge management, workflow analysis, reporting, and repetitive operational tasks.
• Use AI as a productivity and problem-solving tool while maintaining appropriate judgment, accuracy, confidentiality, and human oversight.
• Help the organization identify practical AI applications that improve efficiency without introducing unnecessary complexity.