Process Excellence & Continuous Improvement Specialist

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Global Process Excellence and Continuous Improvement Specialist Role…

SiteMinder's Global Support Organisation is investing in a dedicated Process Excellence function to drive operational efficiency, continuous improvement, and a consistently excellent customer experience. As the Process Excellence & Continuous Improvement Specialist, you will be a critical individual contributor embedded at the intersection of frontline support and strategic improvement.

In this role, you will spend meaningful time alongside frontline support teams — listening, observing, and identifying friction points before they become systemic problems. You will translate those insights into structured improvement initiatives, engage stakeholders to co-design solutions, secure buy-in, and track progress through to measurable outcomes. You are someone who gets things done without a big team around them, earns trust by showing up consistently, and communicates with clarity at every level of the organisation.

What you’ll do…

Frontline Engagement & Pain Point Identification

• Maintain a regular cadence of structured engagement with frontline support agents and team leads to surface pain points, inefficiencies, and workaround behaviours

• Conduct listening sessions, observations, and informal check-ins across support channels (chat, email, voice, web) to build a ground-level view of operational friction

• Synthesise qualitative frontline feedback with quantitative data (case volumes, handle times, escalation rates) to identify and prioritise improvement opportunities

• Serve as a trusted point of contact for agents who want to flag process gaps or suggest improvements, creating a safe and accessible feedback loop

• Document recurring themes, patterns, and root causes observed through frontline engagement in a structured and traceable way

• Analyse customer query patterns, complaints, and escalation data as a primary source of insight for identifying process gaps, looking beyond what agents report to understand what customers are actually experiencing

• Review escalated cases and formal complaints to identify recurring triggers, broken handoffs, or systemic issues that frontline teams may have normalised or worked around

• Work closely with the Escalations team to identify high-frequency or high-impact issue categories that signal upstream process failures requiring structured improvement

• Triangulate signals from multiple sources — agent feedback, support case data, customer complaints, social media escalations, and CSAT trends — to build a complete picture of where process or experience gaps exist

Stakeholder Engagement & Solution Design

• Engage stakeholders across Global Support, Quality, Learning & Development, Product, and Technology to understand cross-functional dependencies and co-design effective solutions

• Facilitate working sessions and workshops to bring stakeholders together around shared problems and drive alignment on proposed process changes

• Build credibility and secure stakeholder buy-in by presenting well-reasoned recommendations backed by data and frontline evidence

• Communicate improvement plans and progress updates clearly to both operational teams and senior stakeholders, adapting the message to the audience

• Manage stakeholder expectations throughout improvement initiatives, flagging risks or delays proactively rather than reactively

Process Improvement & Documentation

• Map current-state processes using swimlane diagrams, flowcharts, and workflow tools to surface inefficiencies, redundancies, and handoff failures

• Develop future-state process designs in collaboration with stakeholders, with clear rationale for proposed changes

• Create and maintain high-quality process documentation including SOPs, quick reference guides, and workflow diagrams that are accessible and usable by frontline teams

• Support the rollout of new or revised processes by preparing clear communication materials and enablement content for agents and team leads

• Ensure all process changes are captured in a centralised documentation repository and kept current as operations evolve

New Process Rollout & Operational Readiness

• Own the design and rollout of new processes whenever a new product, feature, or business function is introduced — ensuring support teams are operationally ready before go-live and that no customer-facing gap exists at launch

• Lead the rapid design and implementation of interim or permanent processes in response to unplanned events such as security incidents, product defects, or regulatory requirements — moving quickly without sacrificing clarity or quality

• Collaborate with Product, Technology, Legal, Security, and Support leadership to understand scope and impact ahead of any launch or incident-driven process need, ensuring the right stakeholders are involved at the right time

• Develop structured rollout plans for new processes that include clear timelines, communication sequences, training or reference materials, and a defined point at which adherence will be expected and measured

Process Repository Management

• Own and maintain a centralised process repository that serves as the single source of truth for all Global Support processes — ensuring every document is accurate, version-controlled, and easy for frontline teams to find and use

• Conduct regular reviews of existing process documentation to assess continued accuracy, relevance, and alignment with how the business and its products currently operate — proactively retiring or updating materials that no longer reflect reality

• Establish and maintain a review cadence for all process documentation — ensuring high-frequency or high-risk processes are reviewed more regularly, and that ownership is clearly assigned for each area

• Flag gaps in process coverage where no documented process exists but one is needed — particularly in areas where agents are making inconsistent decisions or where escalation patterns suggest a lack of clear guidance

Process Cascading, Adherence & Audit

• Take ownership of cascading process information to frontline teams in a timely, clear, and accessible was using the right channels and formats to ensure information lands and is understood, not just distributed

• Partner with team leads and managers to ensure process updates are reinforced at a team level, and that agents have the opportunity to ask questions or raise concerns before new processes go live

• Conduct unannounced spot-check audits across support cases and interactions to assess real-world adherence to documented processe capturing an honest picture of how processes are being applied, not just how teams report applying them

• Document and report audit findings objectively distinguishing between individual adherence gaps, team-level patterns, and systemic process design failures that require different responses

• Use audit outcomes as a feedback mechanism to improve both process design and communication approach — where non-adherence is widespread, treat it as a signal that the process itself may need to be clearer, simpler, or better supported

CRM & Systems Familiarisation

• Develop working knowledge of SiteMinder's CRM and support platforms (including case management, ticketing workflows, and automation rules) to understand how system behaviour drives or constrains process outcomes

• Identify gaps between how systems are configured and how teams actually work, and flag these as potential improvement opportunities

• Collaborate with Operations and Technology teams to explore system-level solutions that can underpin process improvements (e.g., routing changes, automation triggers, notification improvements)

• Use CRM and operational data to track case trends, identify process adherence gaps, and measure the impact of improvement initiatives

Improvement Tracking & Reporting

• Maintain a living tracker of all active, pending, and completed improvement initiatives — including owners, timelines, status, and measurable outcomes

• Provide regular status updates to the Process Excellence Manager and relevant stakeholders on improvement progress and blockers

• Establish before-and-after metrics for each initiative to demonstrate tangible impact on efficiency, quality, or customer experience

• Produce clear, concise reports and summaries that communicate improvement outcomes in plain language for operational and leadership audiences

• Identify and escalate blockers early, proposing solutions rather than waiting for direction

Progress Communication & Team Engagement

• Close the loop with frontline teams by regularly sharing what has changed as a result of their feedback — making visible the link between their input and tangible outcomes

• Develop simple, effective communication assets (team updates, process summaries, FAQ documents) to keep frontline teams informed and engaged throughout improvement cycles

• Support the Process Excellence Manager in delivering team briefings, enablement sessions, and update communications across the GSO

• Contribute to building a culture of continuous improvement by recognising and amplifying improvement contributions from frontline agents and team leads

What you have…

• 3–5 years of experience in a customer support, support operations, or service delivery environment with direct exposure to frontline support teams

• Demonstrated experience identifying process gaps and driving improvements within a support or operations context

• Experience engaging cross-functional stakeholders to co-design solutions and secure buy-in for change

• Proven ability to manage and track multiple concurrent workstreams or improvement initiatives independently

• Experience working with CRM or support platforms (e.g., Salesforce, Intercom, DevRev, or similar) not necessarily as an administrator, but with sufficient familiarity to understand workflow and data implications

• Bachelor's degree in Business Administration, Operations Management, Communications, or a related field preferred or equivalent practical experience

Our Perks & Benefits…

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Flexibility to work in a Hybrid model (2-3 days in-office)

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.