Continuous Improvement Specialist (Lean, Process and Automation)

The role

Every Linker we place is trained on continuous improvement, and you're the one who turns that training into results inside real US businesses. You'll sit with a Linker and their client, map how the work actually happens, find the waste, standardize the good version, write the SOP and the checklist, automate what a tool does better than a person, then measure what changed and report the savings in hours and dollars. Our clients are US small and mid-size businesses in self-storage, home services and restoration, insurance, trucking and professional services, and most of them have never had anyone look at their processes before. The work matters because a client who gets hours back every week and can see the number stays for years. You'll do well here if you can run a kaizen session with a nervous owner on a video call, coach a Linker without putting them on the defensive, and write clearly enough that your SOP survives you. This role is with Neon Link directly, not a client.

What you'll do

• Map current state processes with each Linker and their US client, using interviews, screen recordings and simple process maps
• Find the waste: handoffs, rework, waiting, duplicate data entry and approvals nobody needs
• Design the improved process, standardize it, and get both the client and the Linker to agree on it before it goes live
• Write the SOPs, checklists and job aids that make the new way the easy way
• Automate what should be automated using Zapier or Make, Google Workspace and Microsoft 365 automation, CRM workflows and simple AI tools
• Run kaizen sessions and improvement reviews on video with clients who are not process people
• Coach Linkers on the basics they were trained on: 5S for a digital workspace, root cause analysis, standard work and visual management
• Measure before and after, and report results in hours saved, errors avoided and dollars
• Keep the internal playbook current so every new Linker starts from the best version we have

What you bring

• 3 or more years in process improvement, continuous improvement, operational excellence or business process analysis, in BPO, shared services or a services business, with improvements you've actually delivered and the numbers to back them up
• Hands on experience as a virtual assistant, in BPO operations, or supporting US clients directly, so you know what the work really looks like from the inside
• Working command of Lean and process improvement methods: DMAIC, value stream and process mapping, root cause analysis, 5S, standard work and kaizen facilitation
• Strong automation skills with Zapier or Make, Google Workspace or Microsoft 365 automation and CRM workflows, plus practical use of AI tools for drafting, summarizing and cleaning up data
• Enough spreadsheet and data skill to build a clean before and after measurement and defend the math
• Excellent written English: your SOPs, process maps and monthly reports go straight to US business owners
• Confident on video, able to lead a working session with a skeptical owner and coach a Linker without putting them on the defensive
• Able to work mostly US business hours, with some Philippine daytime for Linker coaching
• A quiet, private workspace, wired internet of at least 25 Mbps with a backup connection, a computer that runs our tools, and a headset and webcam for client sessions
• Education: any bachelor's degree preferred, not required; industrial engineering, business or operations backgrounds are common, and relevant experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.