The AI & Process Improvement Specialist helps the organization work smarter by identifying process gaps and building practical solutions. This hands-on role combines process discovery, automation, reporting, and collaboration to improve how teams work and how clients experience our services.
The specialist will partner closely with the Head of Platform & Experience and IT Director, who will be integral to shaping the strategy, priorities, governance, and overall approach. The specialist will translate that direction into well-scoped improvements, pilots, automations, reports, and tools.
What You'll DoProcess Discovery & Improvement - Meet with operational leaders and employees to understand workflows, pain points, recurring issues, and client-facing opportunities.
- Use data and direct feedback to define current-state processes and identify high-impact improvements.
- Recommend the right solution, which may include automation, a revised workflow, training, or removing unnecessary steps.
- Support improvement initiatives from discovery through testing, implementation, and measurement.
Automation, AI & Reporting - Build and maintain practical solutions using Microsoft Copilot Studio, Power Automate, Power BI, Power Apps, Teams, HubSpot, Claude and other approved tools.
- Create reports and dashboards that provide clear, reliable information for decision-making.
- Develop and improve AI agents, automations, and workflows that reduce manual effort and strengthen service delivery.
- Monitor solutions after launch, resolve issues, and make improvements based on user feedback and results.
Collaboration & Adoption - Work within the technology environment, security standards, licensing, and governance established by IT.
- Partner with the Head of Platform & Experience and IT Director to evaluate ideas, set priorities, and align solutions with the broader roadmap.
- Pilot solutions with the people who will use them, incorporate feedback, and support adoption through clear communication and training.
- Contribute to hands-on process improvement and AI workshops by bringing forward opportunities, building solutions, and sharing what works.
What You Bring - At least 5 years of experience in process improvement, workflow design, automation, or a related field.
- Bachelor's degree in business, operations, technology, information systems, engineering, or a related field.
- A practical, data-informed approach, with the ability to validate findings through conversations with the people doing the work.
- Hands-on experience with Claude, Copilot Studio, Power Automate, Power BI, HubSpot or similar platforms, with the ability to learn new tools quickly.
- Strong problem-solving and project execution skills, including scoping, testing, documentation, and follow-through.
- Clear communication and strong relationship skills across departments and levels of the organization.
- Good judgment about when to move independently, when to collaborate, and when to involve IT or other partners.
- Lean, Six Sigma, or similar process improvement training is helpful, but not required.
First 90 Days - Learn the organization's systems, tools, governance, and current priorities.
- Complete an initial discovery process using available data and conversations with operational leaders.
- Align with the Head of Platform & Experience and IT Director on the first priorities and success measures.
- Begin testing and implementing the first improvement initiatives.
BenefitsWe offer competitive salary and benefits in a team-oriented environment. Our company is built on integrity and guided by three core principles:
- Warrior-Spirit: Committed to excellence, innovation, and determination
- Empathy: Prioritizing others, operating on trust, and valuing emotional intelligence
- Better Together: Collaboration and teamwork, believing the whole is greater than the sum of its parts
We are dedicated to providing superior services and building long-term relationships with our clients.
