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CS Improvement Project Specialist
Silverspin. Shadow CS agents, shift leaders and managers to understand internal and player-facing procedures .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong project coordination and analytical skills to improve customer service processes through effective communication and collaboration across departments. Proficient in business automation tools and capable of leading projects from initiation to completion while measuring outcomes and ensuring stakeholder engagement.
Highest-signal resume keywords
Project CoordinationBusiness Automation ToolsAnalytical SkillsFacilitation SkillsProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementProcess MappingData AnalysisRequirements WritingAutomation Implementation
Soft Skills
Communication SkillsInfluencing SkillsCuriosityFacilitationStakeholder Engagement
Tools & Technologies
Business Automation ToolsWork Management Tools
Industry Keywords
Customer ServiceProcess ImprovementCross-Department CoordinationStakeholder ManagementPerformance Measurement
About the role
Key responsibilities & impact- Shadow CS agents, shift leaders and managers to understand internal and player-facing procedures
- Map procedures end to end and measure manual effort, including time, steps, rework and errors
- Build and maintain a CS improvement backlog with impact and effort estimates
- Run prioritisation meetings with CS and Training leadership
- Write business cases covering problems, costs, proposed solutions and expected time savings
- Report progress and results to CS leadership and the Support Intelligence Manager
- Lead projects from kick-off to close, managing scope, plans, milestones, risks, owners and timelines
- Chair workstream meetings and track actions and decisions
- Redesign procedures to remove unnecessary steps, duplicated effort and manual handling while keeping sensitive decisions with people
- Deliver automations using business automation and work management tools
- Write requirements for changes owned by other teams
- Assess automation tools and recommend solutions, coordinating approval and security with Tech
- Plan rollouts with CS leadership and Training
- Measure post-go-live results and close projects with reviews
- Coordinate CS improvement work involving Product, Tech, Data, Payments, Risk and Compliance
- Track system changes, dependencies and blockers through delivery
Requirements
What you’ll need- Strong project coordination skills
- Confident facilitator, comfortable chairing meetings with managers and senior stakeholders and following up on actions
- Curious about how work really gets done, and comfortable spending time alongside agents
- Process-minded: sees how work flows end to end and where effort is wasted
- Analytical: uses data and observation to size problems and prove results
- Influences without authority across departments
- Knows the business automation tool market well enough to pick the right tool for each problem
- Excellent communication skills in English: clear business cases, requirements and project updates
Benefits
Comp & perks- Competitive salary and benefits
- Opportunities to learn, grow, and develop
- A creative, collaborative team environment
- Equal opportunity and inclusive workplace