Continuous Improvement Specialist

Los Angeles, CA

Onsite  -  Project / Program / Change Management  -  Direct Placement  -  Job ID: 23-62611

Title: Continuous Improvement Specialist
Location: Los Angeles, CA 9004
Duration: Full Time, Direct Hire
Salary: $80-97k/yr.

If interested, please contact Margot Parsons at or call 714-465-5478

The Continuous Improvement Specialist will support department wide activities to continuously improve its operations and to maintain a high level of service. Following management direction the position is responsible for evaluating business processes and customer feedback with the goal of identifying gaps and defining solutions for improvement. She/He will support organizational assessments using internationally recognized frameworks, and the implementation of programs that have continuing long-term performance benefits to the department, and quantifying the process improvement results.

Key Responsibilities & Duties:

  • Periodic review and recommend improvements to operational processes in collaboration with Subject Matter Experts across the IANA team.
  • Evaluates IANA systems, tools and processes and recommends improvements that lead to efficiency.
  • Guides team members on how to successfully manage customer feedback.
  • Analyzes and reports on IANA customer service survey results.
  • Serve as the Quality Assurance expert to department-wide improvement projects.
  • Supports operational excellence assessments by collecting, analyzing, and reporting on relevant data using industry recognized quality management framework.
  • Presents data-driven solutions to Senior Management.
  • Job functions may require performance of administrative tasks directly related to job responsibilities.
  • Other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs

  • Proficiency with Quality Management frameworks.
  • Experience with Change Management Methodologies.
  • Experience with customer service complaint resolution best practices.
  • Experience developing and analyzing results of customer experience surveys.
  • Experience with data reporting and analytics.
  • Curiosity to continue learning new analytical methods and tools.
  • Expert knowledge of Excel and/or similar software.
  • In-depth knowledge in developing processes, guidelines, flowcharts and standard operating procedures in customer support environments.
  • Ability to use data analysis to influence, negotiate and communicate across all levels of the organization.
  • Basic knowledge of Project Management, Smartsheets knowledge is a plus.
  • Excellent English writing and editing skills.
  • Experience Facilitating working sessions remotely and in person.
  • Ability to influence, negotiate and communicate across all levels of the organization.
  • Task driven, strongly self-motivated and proactive.
  • Interest in ICANN's mission.
  • Must have excellent communication skills including written and verbal fluency in English with multi-lingual skills preferred.

Education and Experience Requirements:

  • Bachelor's Degree Required.
  • Minimum five (5) years of experience in Data analytics and Operational Quality in a customer service-driven environment.
  • Proficiency with public speaking and training facilitation.
  • Experience with operational excellence frameworks (Baldridge, EFQM, Six Sigma).




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