Senior Process Specialist

Role summary

We are looking for a Senior Process Specialist to join our Community Experience team and support the Continuous Improvement function. You will independently own scoped process improvements, from identifying gaps and root causes through to designing, implementing and measuring practical solutions. Working with Product Ops, Training, QA, Real Time and CX Specialists, you will turn product, policy and operational changes into clear, accurate and sustainable guidance. You will work with minimal day-to-day direction, use sound judgement when information is incomplete and help improve agent effectiveness and the community experience.

Responsibilities

• Own the creation and rollout of scoped process improvements and workflows linked to product launches, policy changes, bugs, recurring pain points and operational feedback.
• Investigate process issues and content gaps using data, feedback and stakeholder input to identify root causes and recommend practical solutions.
• Maintain the accuracy and consistency of CX documentation and guidance across multiple tools, resolving discrepancies and implementing smaller amendments independently.
• Translate complex or changing information into clear, actionable, agent-friendly guidance that reflects the Depop tone of voice.
• Coordinate with cross-functional stakeholders to align owners, timelines and operational requirements, while providing clear updates on progress, risks, dependencies and blockers.
• Identify operational risks before changes launch and recommend mitigations, contingency plans or follow-up actions where needed.
• Prepare and deliver team announcements, process updates and training content, and own defined workstreams within larger change-management projects.
• Use feedback and operational insight to assess whether changes have improved clarity, efficiency, adoption or the agent and customer experience.

Requirements

• Experience creating, maintaining or improving process documentation, operational guidance, knowledge base content or similar materials.
• Experience owning work from problem identification through to implementation, managing competing priorities and meeting fast-paced deadlines.
• Strong problem-solving skills, with the ability to work through incomplete or conflicting information and turn complex concepts into simple, actionable guidance.
• Initiative and sound judgement: able to identify solutions, make decisions within your remit and know when to seek input or escalating.
• Strong attention to detail and a high quality bar, including the ability to identify discrepancies, dependencies and operational risks.
• Confidence working cross-functionally and adapting communication style for agents, specialists, operational teams and stakeholders.
• Ability to adapt quickly to changing priorities while maintaining quality and accountability for outcomes.
• Confidence using Google Docs, Sheets and Slack, alongside support tooling such as Zendesk or equivalent systems.

Nice to have

• Experience in customer support, operations, knowledge management or continuous improvement.
• Experience supporting changes linked to product launches, bugs, policy updates or operational incidents.
• Experience using operational data, quality insights or Jira to identify, track and evaluate process improvements.

Additional information

Health + Mental Wellbeing PMI and cash plan healthcare access with Bupa Subsidised counselling and coaching with Self Space Cycle to Work scheme with options from Evans or the Green Commute Initiative Employee Assistance Programme (EAP) for 24/7 confidential support Mental Health First Aiders across the business for support and signposting Work/Life Balance: 25 days of annual leave with the option to carry over up to 5 days Impact hours: Up to 2 days of additional paid leave per year for volunteering Fully paid 4-week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love. Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent All offices are dog-friendly Family Life: For birth parent: 20 weeks of paid parental leave for full-time regular employees For non-birth parents: 12 weeks of paid parental leave for full-time regular employees IVF leave, shared parental leave, and paid emergency parent/carer leave Learn + Grow: Twice-yearly development chats and yearly performance reviews Learning budget Upskilling our employees with company-wide training workshops, materials and resources Your Future: Life Insurance (financial compensation of 3x your salary) Pension matching up to 6% of full base salary with Aviva Depop Extras: In-office Depop Shop (that's free!) and a packing station with free delivery. Special milestones are celebrated with gifts and rewards!