CX Process Specialist

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, Delivery Platform, E-commerceIndustries

Requirements

Candidates should have 1-2 years of experience in a similar role focused on process documentation and improvement. Excellent written and verbal communication skills are required, along with familiarity with process mapping tools like Lucidchart, Whimsical, or Miro, and documentation platforms such as Confluence or Google Workspace. The ability to create processes and documentation from scratch, manage multiple projects, and strong organizational skills with high attention to detail are also essential.

Responsibilities

The CX Process Specialist will assess and identify knowledge gaps, collaborating with various teams to develop streamlined process mapping for CX operations. This role involves creating and updating process documentation, acting as a subject matter expert for new CX tools, and defining/maintaining process flows and SOPs across multiple communication channels. Responsibilities also include gathering stakeholder requirements, identifying inefficiencies, recommending process improvements, monitoring process performance using data, and supporting change management initiatives.

Skills

Process Optimization

Customer Experience (CX)

Customer Support

Trust & Safety

Customer Operations

Logistics

Process Mapping

Lucidchart

Whimsical

Miro

SOP Development

Change Management

Data Analysis

Roadie

Crowdsourced same-day delivery logistics platform

About Roadie

Roadie provides a crowdsourced delivery platform that connects everyday drivers with individuals and businesses needing same-day delivery services across the United States. The platform operates on an "on-the-way" delivery model, allowing drivers to pick up and deliver packages along their existing travel routes. This approach not only speeds up delivery times but also makes efficient use of transportation resources, reducing the need for additional delivery vehicles and minimizing environmental impact. Roadie serves a diverse clientele, including small businesses and large enterprises, and offers various delivery solutions such as home delivery and express air delivery. With a network of drivers covering over 20,000 zip codes, Roadie is the largest local same-day delivery provider in the country. The company's goal is to create a more connected and efficient delivery system by transforming everyday travel into a public transportation grid.

Atlanta, GeorgiaHeadquarters

2014Year Founded

$83.7MTotal Funding

SERIES_CCompany Stage

Automotive & Transportation, Consumer GoodsIndustries

201-500Employees

Benefits

Health Insurance

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Unlimited Paid Time Off

Home Office Stipend

Paid Sabbatical Leave

Risks

Alleged gig worker protection violations in Seattle could harm Roadie's reputation.

Increased competition from same-day delivery services may pressure Roadie's market position.

Logistical challenges with RoadieXD(TM) may require significant investment for seamless operations.

Differentiation

Roadie leverages unused capacity in passenger vehicles for efficient delivery.

Roadie's extensive driver network covers over 20,000 zip codes in the U.S.

Roadie offers a unique 'on-the-way' delivery model reducing environmental impact.

Upsides

Partnerships with Spirit Halloween and Parts Town expand Roadie's market reach.

RoadieXD(TM) and Roadie Direct™ enhance service offerings for oversized and warehouse deliveries.

80% of companies report increased revenue with Roadie's same-day delivery services.

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