Upwork ($UPWK) is the leading tech solution for companies looking to hire the best talent, maintain flexibility, and get more done. We’re passionate about our mission to create economic opportunities so people have better lives. Every year, more than $2 billion of work is done through Upwork by skilled professionals who want the freedom of working anytime, anywhere. Top companies connecting with extraordinary talent around the globe? Upwork is how.

This position is through Upwork’s Talent Innovation Program (TIP). Our TIP team is a global group of professionals that augment Upwork’s business. Our TIP team members are located all over the world.

Work/Project Scope: the Process Specialist will be responsible for establishing case intake and processing procedures, including identifying areas for automation and creating workflows that enable great customer experiences. Assignments will include:
- Deep dive into existing processes to identify gaps, inconsistencies, and/or conflicts
- Develop edits, modifications, and new processes as needed to meet the highest standards of efficiency and quality
- Work directly with the operations teams to drive operational improvements, ensuring smooth implementation and execution of processes
- Build and execute procedures for continuous improvement of processes
Must Haves (Required Skills):
- Self-starter who can successfully prioritize and manage multiple assignments and also work in a highly collaborative environment
- Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
- Ability to identify tools to improve the efficiency of current processes
- Strong attention to detail and excellent problem-solving skills
- Able to work with an overlap of 4 hours during the Pacific Standard Timezone
Nice to Haves  (Not Required):
- Experience in change management and driving adoption of tools and processes
- 1-2 years of operational experience

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.