OPEX Process Specialist

About the role

As a Senior Associate specializing in Customer Service (CS) process engineering, you will take ownership of process drafting, workflow optimization, and operational integrity across our regional CS platform. Beyond executing individual tasks, you will independently investigate and resolve complex, multi-market operational inefficiencies, build standardized CS processes and SOPs, and provide operational guidance to regional teams. You will own significant KPIs tied to process efficiency, operational quality, and process stability across multiple countries.

Key responsibilities

• Draft, design, and maintain end-to-end CS operational flows and SOPs, ensuring conditional logic correctly handles edge cases, failure paths, and regional nuances
• Lead root-cause investigation of process breakdowns and operational bottlenecks across markets, tracing performance data without relying solely on manual feedback
• Utilize data analytics tools to measure process effectiveness, monitor continuous improvement, and systematically prevent recurring process bugs
• Own OKRs and KPIs tied to process performance and operational efficiency across multiple countries; monitor post-deployment impact and flag regressions early
• Partner with Product, Regional Heads, and cross-functional stakeholders on CS harmonization efforts, ensuring process logic aligns with organizational goals
• Serve as a key contact point and process escalation subject-matter expert between local business teams, central operations, and regional process excellence teams
• Maintain and govern internal SOP repositories, documenting flow logic, known edge cases, and resolved process issues for team-wide reference