CX Process Specialist

Roadie, a UPS company

Position Overview

Roadie is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility, and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes, Roadie provides seamless, scalable solutions for various delivery needs. With a network of over 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions for local same-day delivery, big and bulky items, ship-from-store, and DC-to-door.

The CX Process Specialist drives operational excellence by developing and optimizing scalable processes across key Customer Experience (CX) functions, including Customer Support, Trust & Safety, Customer Operations, and Logistics & Recovery. Reporting to the CX Operations Manager, this role focuses on streamlining workflows, eliminating inefficiencies, and enhancing overall operational effectiveness.

Responsibilities

• Continuously assess and identify knowledge gaps, collaborating with Product, Content, Training, and other CX teams to develop effective, streamlined process mapping for alignment and adoption within CX operations.
• Create and update clear, user-friendly process documentation using tools such as Lucidchart, Whimsical, or Miro.
• Implement, own, and serve as the subject matter expert for new CX tools to aid enablement and efficiency.
• Define, document, and maintain process flows and SOPs that support CX operations across channels (voice, chat, email).
• Collaborate with internal stakeholders to gather requirements, identify inefficiencies, and recommend process improvements.
• Use data to monitor process performance and proactively identify bottlenecks and opportunities for improvement.
• Support change management initiatives by contributing to documentation, communication, and rollout plans.

Requirements

• 1–2 years of experience in a similar role with a focus on process documentation and improvement.
• Excellent communication skills, both written and verbal.
• Ability to translate complex workflows into clear and actionable documentation.
• Familiarity with process mapping tools (e.g., Lucidchart, Whimsical, Miro) and documentation platforms (e.g., Confluence, Google Workspace).
• Ability to create processes and documentation where none currently exist.
• Demonstrated ability to manage and multitask across complex projects and timelines.
• Excellent organizational skills with high attention to detail.

Bonus Skills

• Exposure to Lean, Six Sigma, or other continuous improvement methodologies is a plus, but not required.
• Experience working in fast-paced or startup environments.

Why Roadie?

• Competitive compensation packages.
• 100% covered health insurance premiums for yourself.
• 401k with company match.
• Tuition and student loan repayment assistance.
• Flexible work schedule with unlimited PTO.
• Monthly 3-day weekends.
• Monthly WFH stipend.
• Paid sabbatical leave.
• The technology you need to get the job done.

Salary: [Not Specified] Location Type: [Not Specified] Employment Type: [Not Specified]