Title: Continuous Improvement Specialist



Location: Los Angeles, CA 9004



Duration: Full Time, Direct Hire



Salary: $80-97k/yr.



If interested, please contact Margot Parsons at (url removed) or call (phone number removed)



Summary:



The Continuous Improvement Specialist will support department wide activities to continuously improve its operations and to maintain a high level of service. Following management direction the position is responsible for evaluating business processes and customer feedback with the goal of identifying gaps and defining solutions for improvement. She/He will support organizational assessments using internationally recognized frameworks, and the implementation of programs that have continuing long-term performance benefits to the department, and quantifying the process improvement results.



Key Responsibilities & Duties:



Periodic review and recommend improvements to operational processes in collaboration with Subject Matter Experts across the IANA team.



Evaluates IANA systems, tools and processes and recommends improvements that lead to efficiency.



Guides team members on how to successfully manage customer feedback.



Analyzes and reports on IANA customer service survey results.



Serve as the Quality Assurance expert to department-wide improvement projects.



Supports operational excellence assessments by collecting, analyzing, and reporting on relevant data using industry recognized quality management framework.



Presents data-driven solutions to Senior Management.



Job functions may require performance of administrative tasks directly related to job responsibilities.



Other duties as assigned or requested.



Required Knowledge, Skills, and Abilities (KSAs



Proficiency with Quality Management frameworks.



Experience with Change Management Methodologies.



Experience with customer service complaint resolution best practices.



Experience developing and analyzing results of customer experience surveys.



Experience with data reporting and analytics.



Curiosity to continue learning new analytical methods and tools.



Expert knowledge of Excel and/or similar software.



In-depth knowledge in developing processes, guidelines, flowcharts and standard operating procedures in customer support environments.



Ability to use data analysis to influence, negotiate and communicate across all levels of the organization.



Basic knowledge of Project Management, Smartsheets knowledge is a plus.



Excellent English writing and editing skills.



Experience Facilitating working sessions remotely and in person.



Ability to influence, negotiate and communicate across all levels of the organization.



Task driven, strongly self-motivated and proactive.



Interest in ICANN's mission.



Must have excellent communication skills including written and verbal fluency in English with multi-lingual skills preferred.



Education and Experience Requirements:



Bachelor's Degree Required.



Minimum five (5) years of experience in Data analytics and Operational Quality in a customer service-driven environment.



Proficiency with public speaking and training facilitation.



Experience with operational excellence frameworks (Baldridge, EFQM, Six Sigma).



 



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