Job Description

The Continuous Improvement Specialist bridges the gap between operational data and real-world execution. This role is responsible for analyzing courier, customer, and partner performance data to uncover hidden inefficiencies, designing structured "test and learn" pilots, and validating proof-of-concepts before they are scaled across global markets. The ideal candidate thrives on turning complex data into actionable recommendations and running live experiments in a fast-paced, ambiguous environment. Ultimately, this role is critical to optimizing our global logistics footprint, directly impacting courier satisfaction, cost efficiency, and customer loyalty.

Key Responsibilities

• Data Analysis & Opportunity Identification

  • Analyze operational performance data and key performance indicators (including courier utilization, complaints, and delivery reliability) to identify trends, bottlenecks, and service risks.

  • Quantify and articulate specific areas of opportunity across courier experience and support touchpoints.

  • Partner with data teams to enhance dashboards and reports (utilizing tools like Tableau or SQL) to back all improvement initiatives with hard data.

  • Lead process improvement initiatives focused on service quality, operational efficiency, capacity utilization, and cost reduction.

  • Facilitate process mapping, root cause analysis, Kaizen events, and problem-solving workshops.
    

• Pilot Execution & Experimentation

  • Develop and deliver continuous improvement initiatives across all courier experience and courier support touchpoints, ensuring cohesive plans, ongoing measurement and impact to couriers and team members

  • Adopt a strict "test and learn" culture by designing, launching, and managing live pilots to continuously experiment with operational hypotheses.

  • Drive a globalised and aligned approach while adapting for local needs

  • Establish clear success metrics for pilots to quickly determine feasibility for scaling across various markets.

  • Monitor, validate, and report on the realized benefits, cost-effectiveness, and productivity impacts of all implemented pilot programs.
    

• Stakeholder Engagement & Scaling

  • Collaborate closely with operations leaders, market teams, and global functions to ensure pilots align with business priorities and local regulations.

  • Clearly present data-driven insights, pilot proposals, and project milestones to key stakeholders and management.

  • Develop current and future-state process documentation to ensure a seamless handoff to Operations, Training and QA teams when a pilot is approved for scaling.

Qualifications & Competencies

• Experience: 3–4 years of experience in continuous improvement, business analysis, operations management, or logistics.

• Education: Bachelor’s degree in Business, Supply Chain, Operations Management, Data Analytics, Engineering, or a related field.

• Technical Skills: Strong analytical thinking with a data-driven approach ; experience using Tableau, SQL, or other data analytics tools is highly preferred.

• Methodologies: Practical experience with Lean principles, root cause analysis, and project management practices.

• Soft Skills: Exceptional stakeholder management skills ; independent thinker who is proactive and highly comfortable navigating ambiguity.

Why work at Skip?

Skip is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. Skip team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day. That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.

SKIP is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.

In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist.

Note:

• All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.

• This is a hybrid role, requiring 3 days per week in our Winnipeg office and 2 days per week working remotely from home.