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CX Process Specialist at Roadie. . Location: REMOTE. 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.