Responsibilities

As Process Design Specialist, you'll assess how our operations processes work today and identify where they break down or fall short, using established process mapping methods to help design what should replace them. That includes taking customer experiences and turning them into concrete, standardized improvements to our support flows, with support from your manager and senior team members on the larger or more ambiguous calls.
Our ideal candidate is a systems thinker who can look at a process end to end and pinpoint where it breaks down or stops scaling. You bring structure to ambiguity: you can take that understanding and help design something better, not just a cleaner version of the same process. You document what you find clearly, whether that's a process map, an SOP, or a runbook, and you know how to use current tools, including AI, to speed up discovery and documentation without cutting corners on rigor.
We're not just documenting today's process — we're designing for a future where agents handle more of the execution. You'll help define where automation can run end to end and where a human-in-the-loop checkpoint is still required, setting the standard so our processes scale without losing rigor or compliance.
This role reports to the Senior Manager, Operations Knowledge Systems & Process Design, and joins a growing team of knowledge and process specialists. It will require periodic travel (
Assess existing operations and support processes using established methodologies to identify gaps, redundancies, and inefficiencies, and baseline current performance using existing operational data (volume, handle time, TAT) to size the problem before recommending a change.
Translate customer experiences into mapped, actionable improvements to support flows
Map current-state and future-state processes using standard methodologies (process flows, swimlane diagrams, RACI) to produce clear, actionable documentation, with an understanding of FCRA-regulated workflows
Support the team's intake process for new process improvement requests, so operations teams know exactly what to submit
Facilitate working sessions with subject matter experts to capture tribal knowledge and convert it into documented, repeatable processes
Partner with Quality & Training, Operations Insights, and Program Management teams to translate process maps into standardized SOPs, runbooks, and playbooks
Identify opportunities to apply automation and AI-assisted workflows to reduce manual, repetitive steps in existing support processes
Track process improvement initiatives from assessment through adoption, escalating risks and blockers as needed

Operations Process Design Specialist at Checkr · LumiJobs

Operations Process Design Specialist

Responsibilities

Benefits

Company

Checkr

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