Job Description/Specification:
Snoonu is seeking a Senior Process Improvement Specialist to strengthen operational excellence across its Super App ecosystem. The role focuses on redesigning processes, reducing inefficiencies, improving case handling times, and creating scalable ways of working across operations, customer experience, and support functions. It is well suited to professionals who combine Lean Six Sigma expertise with data analysis, customer insight, change management, and practical operational problem-solving.
Key Responsibilities
- Lead end-to-end process improvement initiatives across operational areas in line with business priorities.
- Assess, map, redesign, and optimize processes to improve speed, case handling times, quality, scalability, and cost efficiency.
- Apply Lean, Six Sigma, Kaizen, DMAIC, VSM, and PDCA methodologies to identify problems and deliver sustainable improvements.
- Identify operational bottlenecks, inefficiencies, and risks and develop practical mitigation measures.
- Define and monitor KPIs, contribute to performance dashboards, and support governance routines that track improvement results.
- Use Voice of the Customer (VoC) feedback and operational data to identify root causes and improve customer experience outcomes.
- Work with Operations, Product, Technology, and Customer Experience teams to implement data-driven process improvements.
- Support change management and adoption of new processes and ways of working across teams.
- Coach process owners and team members on continuous improvement tools and methodologies.
- Explore the use of AI and digital enablement to improve operational processes and reduce case handling times.
- Develop scalable process improvements for areas involving drivers, restaurants, supply, and operational teams.
- Standardize operational procedures across People Operations and Operations functions.
Requirements
- Strong professional experience in process improvement, operational excellence, or continuous improvement.
- Hands-on expertise in Lean Six Sigma methodologies.
- Practical knowledge of DMAIC, Value Stream Mapping (VSM), PDCA, Kaizen, and related improvement techniques.
- Proven ability to deliver end-to-end improvement projects in fast-paced operational environments.
- Strong stakeholder management and change-support skills.
- Ability to influence teams and stakeholders without relying solely on formal authority.
- Data-driven approach with the ability to define KPIs and turn analysis into actionable improvements.
- Customer-focused mindset and experience using customer feedback or VoC insights to prioritize improvements.
- Exposure to digital transformation, automation, or process enablement tools.
- Lean Six Sigma or Operational Excellence certification.
- Clear communication skills across both leadership and frontline environments.
Who Should Apply?
This opportunity is particularly relevant to Senior Process Improvement Specialists, Operational Excellence Specialists, Continuous Improvement Managers, Lean Six Sigma professionals, and business process improvement specialists.
The ideal candidate should enjoy working directly with operational teams rather than focusing only on theoretical process design. You should be able to observe how work is actually performed, identify the causes of inefficiency, engage frontline employees, analyze the available data, and turn findings into practical improvements.
Experience in logistics, delivery, aviation, or high-volume service operations can be especially useful because these environments require improvements that can work at scale without disrupting day-to-day operations.
Skills That Will Help You Succeed
Lean Six Sigma expertise is central to the position, particularly the ability to apply methodologies such as DMAIC, VSM, PDCA, and Kaizen to real operational problems.
Strong analytical skills are equally important. You should be comfortable defining performance indicators, analyzing process data, identifying root causes, and measuring whether an improvement has delivered the intended result.
Customer-centric thinking will help when using VoC information to connect internal process improvements with actual customer outcomes.
You will also need strong influencing and communication skills because process improvement often requires teams to change established ways of working even when the specialist does not have direct authority over them.
How to Stand Out
Your CV should focus on measurable improvement results rather than simply listing Lean Six Sigma tools.
For each major project, explain the original problem, methodology used, scope, intervention, and measurable outcome. Examples could include reduced case handling time, lower operating costs, improved SLA performance, reduced errors, higher productivity, improved customer satisfaction, or increased process capacity.
Clearly list certifications and methodologies such as Lean Six Sigma, DMAIC, VSM, PDCA, and Kaizen.
Experience using automation, AI, workflow tools, dashboards, or other digital solutions to improve processes can also strengthen your profile. If you have standardized processes across multiple teams or operational locations, include that experience.
Interview Preparation
Prepare several examples of process improvement projects that you personally delivered from problem identification through implementation and measurement.
You may be asked to explain how you would investigate a process with increasing customer complaints or rising case handling times. Be prepared to discuss process mapping, data analysis, root-cause identification, stakeholder interviews, improvement design, implementation, and post-implementation measurement.
Expect questions around DMAIC, VSM, Kaizen, and PDCA, as well as how you select the appropriate methodology for a particular problem.
You may also be asked how you handle resistance to change. Prepare examples showing how you worked with frontline employees and process owners to gain adoption and sustain improvements.
Career Growth
This position provides exposure to operational excellence, Lean Six Sigma, customer experience, logistics, automation, AI-enabled process improvement, and cross-functional transformation. Experience across these areas can support progression toward Operational Excellence Manager, Continuous Improvement Manager, Process Excellence Lead, Business Transformation, or broader operations improvement leadership roles.
Frequently Asked Questions
What is the main focus of this role?
The position focuses on improving operational processes across Snoonu's ecosystem, with particular emphasis on speed, case handling time, quality, scalability, cost efficiency, and customer experience.
Which Lean Six Sigma methodologies are relevant?
The role specifically references DMAIC, Value Stream Mapping (VSM), PDCA, and Kaizen, along with broader Lean and Six Sigma practices.
Is data analysis important for the position?
Yes. The role requires defining KPIs, contributing to performance dashboards, analyzing data, identifying root causes, and translating insights into improvements.
Does the role involve AI?
Yes. The job description specifically includes using AI to improve and speed up case handling times and identifies digital transformation and automation exposure as relevant experience.
Which industries can provide useful experience?
Experience in logistics, delivery, aviation, or high-volume service operations is identified as a bonus.