Sr Support Operations Specialist

About the Role

Join our Experience Management Operations team within Global Consumer Services and Inside Sales (CSIS) – a dynamic organization that acquires, supports, and retains consumers worldwide. We are looking for a process-driven individual who thrives on improving operational efficiency, driving governance, and ensuring exceptional customer experiences across multiple brands and functions.

As an Experience Management Operations Specialist, you will lead cross-functional processes, manage outsourced partner relationships, and ensure content quality and consistency across global support channels. This role requires strong analytical skills, stakeholder management, and a passion for continuous process improvement.

Core Responsibilities:

End to End Process design & Governance

• Lead and manage end-to-end support processes across multiple brands, ensuring alignment with business objectives to deliver operational excellence
• Design and implement governance frameworks, intake mechanisms, and accountability structures for scalability.
• Apply Lean and Six Sigma methodologies to analyze and optimize processes.

Performance Management

• Define and track KPIs for assigned processes; analyze data to identify trends and improvement opportunities.
• Communicate insights and drive targeted actions to enhance operational performance.

Style & Brand Guides Management

• Develop and maintain style guides to ensure consistent tone, voice, and branding across all communication channels.
• Collaborate with cross-functional teams to align content standards with organizational goals.

Taxonomy and Information Architecture for Knowledge base

• Design taxonomy and implement scalable information architecture for the knowledge base
• Define and maintain information architecture standards to support intuitive content organization and retrieval.

Content Quality Assurance

• Establish content QA protocols to ensure accuracy, clarity, and metadata quality.
• Collaborate with content creators and technical teams to resolve quality issues and implement best practices.

Partner Coordination

• Host weekly issue/update calls with partners and internal teams.
• Triage partner cases/emails when needed.

Qualifications and skills:  

• Excellent communicator, team player, and proactive problem solver with strong organizational skills.
• Ability to work independently, lead and drive continuous improvement.
• Process-oriented; Lean Six Sigma certification (Green/Black Belt) is a plus.
• Strong verbal and written communication, presentation, and relationship-building skills.
• Technical Skills: Knowledge of knowledge management systems, taxonomy design, and content governance.
• Tools: Familiarity with CRM platforms, reporting tools, and content management systems.
• Education: Bachelor's degree or equivalent experience; relevant certifications preferred
• Experience: 5+ years in process management, operations, or experience management roles.

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.