Customer Excellence Senior Specialist ( Process & Systems Excellence )

Senior Process & Systems Excellence Specialist

Customer Operations Department – Digikala

Digikala’s Customer Operations Department is seeking a Process & Systems Excellence professional to join its operations excellence function.

This role is responsible for process standardization, continuous improvement, and operational governance across the contact center, with the goal of reducing errors, improving cycle time, and ensuring reliable, data-driven execution of tools and decisions.

Key Responsibilities

• Analyze and document current-state (As-Is) processes within the contact center and design optimized To-Be processes.

• Identify operational bottlenecks, perform root cause analysis, and lead end-to-end continuous improvement initiatives.

• Design, implement, and maintain operational standards, including:

  • SOPs

  • Checklists

  • Operational forms/templates

  • RACI matrices

• Define process KPIs (e.g., Cycle Time, Error Rate, Throughput, Productivity) and collaborate with the BI team to monitor and analyze performance.

• Ensure process and output quality by designing preventive and corrective controls.

• Lead change management activities and roll out new or revised processes across relevant teams.

• Work closely with product, data, and automation teams to align processes, systems, and impact measurement.

Qualifications & Requirements

• Education: Bachelor’s or Master’s degree in Industrial Engineering from top-tier public universities.

• Experience:

  • Minimum 5 years of hands-on experience in process improvement or operational excellence roles within large-scale operational organizations (e-commerce, logistics, services, call centers, or supply chain).

  • Proven experience delivering at least two end-to-end process improvement projects with measurable before/after results.

• Demonstrated proficiency in process mapping methodologies (BPMN, SIPOC, Value Stream Mapping).

• Experience developing and rolling out SOPs, RACI models, and process quality controls.

• Strong sense of ownership and follow-through to results.

• Structured problem-solving mindset.

• Clear and effective communication with operational teams.

• Execution-oriented and outcome-driven approach.

• Ability to drive change in multi-stakeholder environments with natural resistance.

Preferred / Nice-to-Have Skills

• Experience with Lean / Six Sigma, preferably Green Belt or higher.

• Familiarity with operational systems and data tools, with the ability to work across both process and tooling.

• Experience designing operational KPIs at enterprise scale.

• Prior experience working in large or high-growth startups is considered a strong advantage.

How to Apply

If you believe you meet these qualifications and are interested in working in a dynamic and fast-paced environment, please submit your resume for review.