CX Process Specialist

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