Continuous Improvement Specialist

SunMed Group Holdings, LLC dba AirLife-posted 3 months ago
El Paso, TX
501-1,000 employees
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We are seeking a proactive and analytical Continuous Improvement Specialist to lead initiatives that enhance customer service and distribution center processes, drive operational efficiency, and elevate the overall customer experience. Using Lean Six Sigma methodologies, this role will focus on identifying process gaps and collaborating cross-functionally to drive sustainable improvements, eliminate waste, standardize processes, and optimize workflows.

  • Analyze and optimize customer service workflows to eliminate inefficiencies and enhance operational performance.
  • Lead and support continuous improvement initiatives using Lean, Six Sigma, and other structured problem-solving methodologies.
  • Collaborate cross-functionally with Customer Service, IT, and Operations teams to implement and monitor process improvements.
  • Develop and maintain SOPs, training materials, and documentation aligned with updated processes.
  • Facilitate workshops and training sessions to promote a culture of continuous improvement.
  • Track KPIs such as response time, resolution rate, customer satisfaction, and process cycle time.
  • Conduct root cause analysis and corrective action planning for recurring service issues.
  • Support digital transformation initiatives that enhance automation and self-service capabilities.
  • Black belt certified - Strong knowledge of Lean, Six Sigma, Kaizen, or similar methodologies.
  • Excellent communication and facilitation skills.
  • Proficiency in data analysis tools (Excel, Power BI, etc.) and process mapping software.
  • Ability to manage multiple projects and influence cross-functional teams.
  • Bilingual (English/Spanish) is a plus, depending on location.
  • 3+ years of experience in continuous improvement, preferably in customer service or operations.
  • Bachelor’s degree in Business, Industrial Engineering, or a related field.
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