We are seeking a proactive and analytical Continuous Improvement Specialist to join our Customer Success organization. This role is critical to identifying and eliminating process friction, streamlining workflows, and driving efficiency for our 100-person team. The ideal candidate will help organize and prioritize improvement efforts, define system requirements, and free up team capacity to focus on strategic goals.
As part of Protolabs' ProtoExcellence Business System, the role applies Lean and continuous improvement practices — a customer-value lens, structured problem solving, standard work, and daily management — to deliver measurable gains in service quality, speed, and efficiency.
Shadow team members to understand current workflows, identify pain points, and uncover opportunities for quick improvements (“Kaizens”).
Analyze the existing backlog of process issues to connect related items and identify root causes.
Map current-state processes and collaborate with stakeholders to design and define ideal future-state workflows.
Gather and analyze data from service systems (CRM/Salesforce, AX/ERP, eCommerce, and case/contact data) to quantify performance, size problems, and prioritize improvement opportunities.
Work with team leadership to prioritize improvement initiatives based on impact and effort.
Develop clear business requirements for CRM (Salesforce), AX (ERP), eCommerce, and other system enhancements, creating a prioritized backlog for the technology team.
Act as a liaison between the business team and technical resources to translate needs into actionable development work.
Partner directly with team members on specific projects to drive them to completion, including a sustainment plan.
Perform hands-on work to help clear obstacles and build momentum for the team.
Participate in — and help develop and refine — team huddles and leadership meetings to gather information, provide updates, support problem solving and escalation, and act as an extension of the leadership team.
Coach and support the team in continuous improvement practices such as structured problem solving, standard work, and visual/daily management.
Help foster a culture of continuous improvement by identifying improvement opportunities and demonstrating the value of process optimization.
Perform other related duties as assigned.
Education and Experience:
Bachelor's degree in business, operations, industrial engineering, information systems, or a related field, or a commensurate combination of education and experience.
3–5 years of continuous improvement experience, including meaningful experience in transactional, service, or office environments (not solely manufacturing).
Experience in a customer success, customer service, contact-center, sales support, or operations role with a deep understanding of business processes.
Proven ability in process mapping, analysis, and improvement methodologies, including customer journey mapping and/or service blueprinting.
Familiarity with CRM and ERP systems (Salesforce and AX/ERP; eCommerce a plus) and the ability to define requirements for system enhancements.
Data gathering and analysis capability across service systems — able to pull and interpret metrics such as SLA/response time, first-contact resolution, backlog/aging, handle time, and CSAT/NPS.
Proficiency in Microsoft Office.
Knowledge, Skills, and Abilities:
An analytical mindset with the ability to “connect the dots” between disparate problems to see the larger picture.
A proactive and assertive approach, with the ability to escalate issues and drive progress independently.
Ability to apply Lean and continuous improvement methodologies (structured problem solving, standard work, visual/daily management) to transactional processes.
Strong facilitation, coaching, and communication skills, with the ability to influence without authority across cross-functional teams.
Strong organization and time management skills, with attention to detail and a devotion to eliminating variation and inconsistency in processes and systems.
Ability to work independently in a fast-paced, team-oriented environment.
Preferred Qualifications:
Lean or Six Sigma certification (Green or Black Belt); Six Sigma is especially valuable for reducing variation in transactional processes.
Change management certification or experience (e.g., Prosci / ADKAR).
Business analysis credentials or Salesforce Administrator certification.
Experience facilitating Kaizen events in office/service settings and applying daily management and standard work to knowledge work.
Familiarity with contact-center/ticketing platforms and BI/analysis tools (Excel, Power BI, Tableau, or SQL).
Voice-of-Customer (VOC) program experience.
We are your single digital manufacturing resource from prototyping to production offering injection molding, CNC machining, 3D printing, and sheet metal fabrication services. Visit us at protolabs.com to learn more about how we can help with your next project.
