GOAT is seeking a results-oriented Process Improvement Manager. The Process Improvement manager leads the design and implementation of both new business initiatives as well as improvements to existing processes for our Consumer Experience Team. By improving our internal business processes, communications and procedures, we empower our teams to provide an exceptional service experience. We’re looking for a detail oriented, highly organized person with a consistent track record of identifying and implementing process improvement initiatives. The role requires a high degree of cross-functional interaction and demands excellent communication skills. The ideal candidate is a person who is proactive, driven, thorough and thrives a fast-paced environment. If you’re an innovator, a deep problem solver, and relationship builder we'd love to talk with you!

In this role you will:

• Identify root cause of contact drivers and customer dissatisfiers through data analytics, performance indicators, skip levels, and department feedback.
• Proactively identify and support process improvement opportunities.
• Design and manage processes for new business initiatives that impact the Consumer Experience team. 
• Manage and advise implementation of workflow-enabled process improvements through tools including Zendesk, Stella Connect, and internal software. 
• Develop workflows, communication templates and other supporting documents and communication which support the project lifecycle process from inception to release
• Establish clear communication plans, identifying key stakeholders, dependencies, and success criteria.
• Document, measure, and monitor business processes, performance metrics, and standard operating procedures as a result of improvement initiatives.
• Provide direction and feedback to project teams to design and implement solutions that meet applicable business requirements.
• Facilitate diverse groups of stakeholders to achieve desired business outcomesBe flexible to manage other assignments as they arise.

We are looking for:

• 5+ years of experience working in areas of Lean/Six Sigma Management Methodology, Continuous Improvement, Project Management, and/or Business Process Mapping/Management.
• Experience carefully evaluating internal and external customer experience processes and workflows, and successfully optimizing these processes to drive efficiency.
• Ability to gather, synthesize and analyze information to make recommendations that will improve customer and marketplace experience. 
• Proven track record of implementing new solutions from end to end, including strategy, planning, and execution.
• Proven ability to communicate and work seamlessly with both technical and business teams.
• Excellent written and verbal communication skills and the ability to simplify complex topics.
• Lean Six Sigma Black Belt or related certification preferred
• Bachelor’s Degree preferred

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.