Process Improvement Analyst

Step into a pivotal role supporting the growth of a fast-evolving fleet operations organization as it transitions from an R&D mindset into a commercial business. This hybrid opportunity is ideal for a detail-oriented process professional who enjoys improving operations, strengthening playbooks, and partnering across teams to create efficient, well-documented workflows.

Responsibilities

• Intake, organize, document, and prioritize process improvement requests and playbook updates from multiple operational sources
• Partner cross-functionally with BaseOps, RemoteOps, Product, and Engineering teams to help drive initiatives forward
• Support development and maintenance of clear, robust process documentation for fleet operations teams
• Track progress on process improvement workstreams and provide bi-weekly updates to key stakeholders
• Identify opportunities to streamline handoffs, improve response quality, and increase operational efficiency
• Contribute to efforts that help vehicles return to service faster through better processes and documentation
• Support new process creation for teams working both in the fusion center and on-site with the robots

Skills

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 3+ years of experience in program management, operational excellence, process improvement, or a similar discipline
• Experience improving operational efficiency in remote operations environments such as call centers, BPOs, teleoperation, or remote support centers
• Background in a product-based operations environment
• Strong ability to use data and metrics to support decisions and recommendations
• Excellent written and verbal communication skills
• Proactive, resourceful, and able to work independently and collaboratively
• Strong computer literacy and comfort working with common business tools

Preferred Skills

• Experience documenting operational playbooks or standard operating procedures
• Familiarity with highly cross-functional environments
• Ability to manage multiple priorities while maintaining attention to detail
• Comfort working in a fast-changing, scaling organization
• Interest in continuous improvement and building efficient, customer-focused operations

Horizontal is committed to fostering an inclusive, equitable workplace where people of all backgrounds can thrive. We welcome candidates who bring different perspectives, experiences, and approaches to problem-solving, and we value collaboration, respect, and belonging as core principles.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.

Please apply through this online posting or by visiting our Job Board at Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $22 - $51 per hour based on qualifications and experience.