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 Do 

Process 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. 

Benefits

We 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. We are an equal employment opportunity employer and do not discriminate on the basis of any legally protected characteristic.