Continuous Improvement Specialist at Intercom

Ottawa, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

LogisticsIndustries

Requirements

3-5 years of experience in operations; experience in the logistics sector is highly desirable
Background in operational excellence or performance improvement roles is a plus
Lean Six Sigma certification (Green Belt level preferred)
Familiarity with AutoCAD is advantageous
Advanced proficiency in Excel, with strong analytical and reporting skills
Detail-oriented and data-driven, with a proven ability to hold stakeholders accountable
Willingness to travel to various stations across Canada
Valid driver’s license and access to a personal vehicle
Bilingual in French and English, with an intermediate level of French required for effective communication across Canada (depends on the region covered)

Responsibilities

Identify improvement opportunities: Analyze operations to pinpoint areas needing enhancement and propose effective solutions
Organize and facilitate Kaizen exercises at stations to optimize processes and encourage team engagement
Work closely with the control tower to act quickly on-site when issues arise
Act as a liaison between the engineering team and operations, providing insights and facilitating communication
Evaluate opportunities to enhance speed to market and overall operational efficiency
SOP Management: Write, monitor, and enforce compliance with Standard Operating Procedures (SOPs) to maintain operational excellence
Regularly assess sort stations to ensure compliance with Intelcom | Dragonfly’s standards for productivity, cost efficiency, quality, speed, and health and safety
Collaborate in defining and implementing operational standards, including material handling processes, workflows, layouts, and equipment specifications and assess the need for updates based on established standards
Assist in conducting time studies, measurements, and ensuring layout accuracy on site
Work alongside teams in Sales, IT, Product Development, and Operations to design and establish new processes
Project Management: Develop and manage timelines for various projects and initiatives to ensure timely execution
Create comprehensive reports that outline project progress, challenges, and proposed solutions
Frequently visit delivery stations and sortation hubs to gain a deep understanding of operations and secure buy-in from the operations team on key initiatives

Skills

Key technologies and capabilities for this role

KaizenLean Six SigmaAutoCADExcelSOP ManagementTime StudiesProject ManagementOperational Excellence

Questions & Answers

Common questions about this position

What experience is required for the Continuous Improvement Specialist role?

Candidates need 3-5 years of experience in operations, with logistics sector experience highly desirable, plus a background in operational excellence or performance improvement roles as a plus. Lean Six Sigma Green Belt certification is preferred.

Is travel required for this position?

Yes, the role requires willingness to travel to various stations across Canada and frequent visits to delivery stations and sortation hubs.

What skills are essential for this job?

Advanced proficiency in Excel with strong analytical and reporting skills is required, along with familiarity with AutoCAD as advantageous. Candidates must be detail-oriented, data-driven, and able to hold stakeholders accountable.

What language requirements are there?

The position requires bilingual proficiency in French and English, with an intermediate level of French needed for effective communication across Canada, depending on the region covered.

What makes a strong candidate for this role?

A strong candidate has 3-5 years in operations preferably in logistics, Lean Six Sigma Green Belt certification, Excel proficiency, and is bilingual with a valid driver's license and vehicle for travel across Canada.

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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