Continuous Improvement Specialist (Lean)

Location: Hybrid, with office attendance Tuesday through Thursday at the Maple Plain, Minnesota location; open only to eligible individuals authorized under ITAR regulations.

Company

hirify.global operates a Customer Success organization supported by the ProtoExcellence Business System.

What you will do

• Shadow customer support team members, map workflows, identify process friction, and uncover Kaizen opportunities.
• Analyze process backlogs and service data to identify root causes, quantify performance, and prioritize improvement initiatives.
• Design future-state workflows and define business requirements for Salesforce, AX/ERP, eCommerce, and related systems.
• Translate business needs into actionable development work and maintain a prioritized technology backlog.
• Partner with stakeholders to deliver improvement projects, remove obstacles, and establish sustainment plans.
• Facilitate huddles and leadership meetings while coaching the team on structured problem solving, standard work, and daily management.

Requirements

• Bachelor's degree in business, operations, industrial engineering, information systems, or a related field, or equivalent education and experience.
• 3–5 years of continuous improvement experience in transactional, service, or office environments.
• Experience in customer success, customer service, contact-center, sales support, or operations, with a strong understanding of business processes.
• Experience with process mapping, analysis, customer journey mapping, service blueprinting, CRM/ERP systems, and business requirements.
• Ability to gather and interpret service metrics such as response time, first-contact resolution, backlog aging, handle time, and CSAT/NPS.
• Must be a U.S. citizen, lawful permanent resident, or qualifying foreign national with refugee or asylee status; temporary visa holders are not eligible.

Nice to have

• Lean or Six Sigma Green Belt or Black Belt certification.
• Change management, business analysis, or Salesforce Administrator certification.
• Experience facilitating Kaizen events and applying standard work or daily management to knowledge work.
• Familiarity with contact-center platforms and Excel, Power BI, Tableau, or SQL.
• Voice-of-Customer program experience.

Culture & Benefits

• Lean and continuous improvement practices are applied through the ProtoExcellence Business System.
• Health insurance options, flexible spending accounts, a health savings account with employer contributions, dental and vision coverage, and life and disability insurance.
• Paid caregiver leave, at least three weeks of PTO, wellness and holiday pay, and volunteer hours.
• 401(k) with company match and immediate vesting.
• Employee Stock Purchase Program and matching grants through the hirify.global foundation.