Job Description
Have you ever wondered what happens inside the cloud?
Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.
We want someone passionate about building world class processes and workflows for a Customer Support & Success organization at a global scale.
Reporting to the Vice President of Customer Success and Support (CSS) this individual will serve as a consultant to the CSS organization evaluating, planning, and implementing improvements in business processes and practices across a geographically dispersed team. We are looking for someone who can leverage their experience in process review, process mapping, and process validation to drive new or existing processes to the next level. The right person will have a chance not only to work on processes impacting our CSS organization but also cross-functionally with other teams that partner with CSS. This is an ideal role for someone who wants to build and make a lasting impact on how we support a community of over 600,000 Developers across the globe.
What You'll Be Doing
- Evaluating, analyzing, and enhancing the CSS organization's operations and technology processes to optimize process efficiency, reduce processing time, and mitigate risks.
- Identify and gather appropriate data sets that can quantify process efficiency.
- Analyze data sets to identify process gaps in quality, reliability, efficiency and risk. Develop cost-benefit analysis and incorporate findings into business cases. Conduct diagnostics to identify, quantify and prioritize value creation projects.
- Independently maps and/or model processes from end-to-end to gain full knowledge of organizational processes. Examine models to identify inefficiencies or risks that can be optimized through process redesign or enhancement.
- Use metrics to demonstrate how removing or updating obsolete or inefficient technologies or remodeling a process will meet strategic priorities while considering risk and reward outcomes.
- Make recommendations to cross-functional partners to ensure that the introduction of new processes is smooth, effective, and sustains or improves quality of output. Maintain relationships with these partners to ensure continuous improvement after initial implementation.
- Lead and facilitate process improvement teams using the appropriate improvement strategy, such as Lean Six Sigma and provide process improvement expertise to the organization.
- Observe and document opportunities for process improvement, using quantitative and qualitative improvement tools to identify possible issues, and apply quality control fundamentals such as statistical process control and experimental design to understand and improve processes.
- Providing expertise in operations research applications, ergonomics and human factors applications, failure mode and effect analysis, systems simulation, forecasting models, and work measurement techniques.
What We'll Expect From You
- Deliver training and education to the organization in Lean Six Sigma methodologies.
- Promote more effective use of existing tools and processes and optimize inefficient processes
- In conjunction with the departments, conduct targeted process improvement initiatives to determine how these processes can be completed in an effective, efficient and cost saving manner.
- Design and deploy scalable support processes to drive consistency and quality across the organization.
- Determine business needs and scalable solutions to solve process issues through process mapping, observation and analysis.
- Design, develop and execute processes or projects and work with process owners or project team members throughout all phases of planning, implementation and control.
- Autonomously lead small to medium scale process improvement initiatives.
- Responsibility for clarifying scope and ensuring process improvement effort maintains direction and fulfills expectations.
- Serve as a catalyst for change management as well as teach, mentor, and coach others.
- Work with division leaders or managers to drive change within their respective divisions by helping to build consensus on process improvement initiatives.
Why You’ll Like Working For DigitalOcean
- We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging ourselves to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship, LinkedIn Learning tracks, and other internal programs. We also provide all employees with reimbursement for relevant conferences, training, and education.
- We care about your physical, financial and mental well-being. We offer a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
- We support our remote employee experience. While we have great office spaces in NYC, Cambridge, Palo Alto and Bangalore, we’re very distributed—we use a number of communication tools to connect across the company—and all remote employees have the opportunity to visit our offices and meet their teams face-to-face at team offsites. We also have an annual company offsite, Shark Week, to get quality in-person time with the entire company at least once a year.
- We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.