Operations Systems & Continuous Improvement Lead

Operations Systems & Continuous Improvement Lead

Company: Proof360 (Foreign Venture Group)

Location: Remote (Worldwide)

Job Type: Full-Time

Working Hours: Strong overlap with North American business hours (primarily EST or CST)

Reporting Line: Founder / CEO

About the Role

Proof360 is hiring an Operations Systems & Continuous Improvement Lead to make our Customer Success and Vendor Operations teams measurably better every day. We are looking for someone who combines process excellence, operations, data, and software to find an operational problem, implement an improvement, test it, measure the outcome, and improve the system again.

This is not an advisory-only Continuous Improvement role, a project-status coordination position, or a pure software-development job. You will sit between operations, technology, and data, turning evidence from calls, transcripts, systems, and frontline workflows into changes that reach implementation and measurable results.

Technical Standard

You must be able to code. You do not need to be a full-time software engineer, but you must be capable of prototyping, automating, configuring, testing, and carrying work substantially further before deeper platform engineering is required.

The Mission

Build and continuously improve the operating system behind Proof360's Customer Success and Vendor Operations teams. Every day, operations should know more, perform better, lose less opportunity, create less friction, and require less unnecessary manual work than the day before.

Your ownership spans daily improvement, real-time call guidance, the customer and vendor lifecycle, reputation and trust, operational intelligence, and technical execution.

Key Responsibilities

1. Daily Continuous Improvement

• Lead a daily operational improvement review with Customer Success and Vendor Operations leadership.
• Use calls, transcripts, outcomes, objections, escalations, conversion data, follow-up failures, quality issues, system behaviour, and repeated manual work to identify friction and opportunity.
• Diagnose causes, prioritize useful improvements, implement or package them, test results, and record learnings.
• Move changes into implementation and controlled live testing as quickly as responsibly possible.

2. Real-Time Call Guidance & Conversational Intelligence

• Own a disciplined improvement loop for real-time guidance tools and systems rather than treating them as a one-time setup project.
• Improve call prompts, dynamic guidance, agent checklists, objection handling, conversation playbooks, moment detection, QA logic, win definitions, and call dispositions.
• Improve knowledge grounding, trigger/prompt design, follow-up capture, versioning, and adoption while investigating false positives and false negatives.
• Review prior-day calls, test changes before release, observe live performance, measure results, and retain or roll back changes based on evidence.

3. Customer & Vendor Lifecycle Improvement

• Optimize across qualification, active opportunities, service and dispatch, completion, stalled or cold relationships, reactivation, loyalty, referrals, upsell, cross-sell, and repeat relationships.
• Identify leakage, failed handoffs, missing data, missed next actions, unsuitable timing, and unnecessary manual work.
• Improve operational experience around core product platforms, rewards programs, and relationship workflows.
• Ensure cold and stalled relationships have a known reason, a clear owner, an appropriate next action and timing, and a documented outcome.

4. Reputation & Trust

• Own the Continuous Improvement system surrounding customer and vendor reputation.
• Monitor review volume, ratings, sentiment, and recurring themes across approved reputation channels.
• Identify causes of negative reviews, complaints, and trust failures; route service-recovery actions to appropriate owners and measure resolution.
• Turn reputation evidence into improvements to guidance, scripts, SOPs, workflows, training, and systems.

5. Data & Operational Intelligence

• Bridge the gap between Operations and Data; help determine what should be measured, how it should be interpreted, and what action evidence should drive.
• Work with Data Intelligence on operational events, funnel and lifecycle stages, conversion, call quality, attribution, failure reasons, cohorts, and intervention outcomes.
• Measure reactivation, referrals, upsell/cross-sell, time between lifecycle states, agent/workflow performance, leakage, adoption, and experiment results.

6. Systems, Automation & Technical Execution

• Personally carry structured work packages through investigation, prototyping, configuration, coding, and testing.
• Work hands-on with Python, JavaScript / TypeScript (or equivalent), SQL, REST APIs, webhooks, JSON, Git, workflow automation, CRM configuration, event-driven systems, and AI / LLM tooling.
• Improve core CRM platforms and connected operational workflows: stages, pipelines, ownership, routing, lifecycle integrity, reporting, and integration requirements.
• Use structured AI-assisted work to preserve decisions, identify gaps, investigate systems, and return implementation-quality outputs.

What You BringTechnical Capability

• Hands-on ability to read existing code, write useful scripts and integrations, query databases, work with APIs, debug issues, understand event flows and system dependencies, prototype solutions, and test them.
• Ability to use AI coding tools effectively, document technical requirements, and work productively with platform engineers.
• Practical capability that reduces unnecessary handoffs.

Core Capabilities

• Technical: Hands-on coding, SQL, data analysis, API understanding, and technical automation.
• Process: Continuous Improvement or Process Excellence, root-cause analysis, and a disciplined approach to experimentation and measurement.
• Systems: CRM or workflow-system experience, systems thinking, QA, and technical project delivery.
• Operations: Customer-facing or vendor-facing operational understanding with the ability to connect frontline evidence to systems changes.
• Communication: Clear written communication, process documentation, and structured implementation packages.
• AI Tooling: Advanced use of LLMs and AI-assisted development, with the ability to work autonomously and act quickly without becoming careless.

Relevant Backgrounds

• Experience in technical supply chain, industrial engineering, operations engineering, systems engineering, operations research, service operations, quality engineering, automation, business systems, or computer science combined with operations.
• Experience spanning frontline operations, QA, process excellence, data, automation, and systems delivery.
• Valuable additions: Lean / Six Sigma experience (Green Belt or Black Belt), technical project management, or Agile / Scrum. (Demonstrated capability matters more than exact degree titles or certifications alone.)

Authority & Collaboration

• Report directly to: Founder / CEO.
• Work closely with: Business Systems Architecture, Schema and Data Governance, Data Intelligence, Customer Success leadership, Vendor Operations leadership, and platform developers.
• Coordinate with: Marketing on reputation-related public communication and trust positioning.

First 30 Days Milestones

• Days 1–5 (Understand, Access, and Baseline): Gain system access, review existing work packages, calls, playbooks, and data. Establish initial measures, a current-state operating map, a prioritized friction backlog, and initiate first improvement work.
• Days 6–10 (Run the Daily Learning Loop): Lead daily evidence reviews, implement or package high-value changes, test them, release controlled improvements, and record outcomes.
• Days 11–20 (Expand Across the Lifecycle): Extend discipline into Cold Pipeline, reactivation, loyalty, referrals, upsell, cross-sell, CRM integrity, and repeated manual work. Establish reputation baselines and deliver further prototypes/improvements.
• Days 21–30 (Prove Independent Ownership): Make the improvement cadence routine. Demonstrate that improvements can be implemented without unnecessary engineering dependence.

DAY 30 STANDARD: Proof360 should be able to point to calls, workflows, lifecycle stages, and system behaviour that are measurably better because you joined.