Offer summary

Qualifications:

1-2 years of experience in process documentation and improvement., Strong communication skills, both written and verbal., Proficiency with process mapping tools like Lucidchart, Whimsical, or Miro., Ability to create and manage clear operational processes and documentation..

Key responsibilities:

Develop and optimize scalable processes across Customer Experience functions.

Create and update process documentation and SOPs for various channels.

Collaborate with stakeholders to identify inefficiencies and implement improvements.

Use data to monitor process performance and support change management initiatives.

Job description

Roadie, a UPS company, 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 — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of 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.

What You’ll Do

Continuously assess, and identify knowledge gaps, and collaborate with Product, Content, Training, and other CX teams to develop effective, streamlined process mapping to ensure alignment and adoption to 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

What You Bring

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

Exposure to Lean, Six Sigma, or other continuous improvement methodologies is a plus, but not required- we’re looking for someone who understands the value of structured processes and documentation
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 (that’s right - Roadie will contribute directly to your existing student loans!)
Flexible work schedule with unlimited PTO
Monthly 3-day weekends
Monthly WFH stipend
Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
The technology you need to get the job done

Required profile