Continuous Improvement Specialist

**About MadeComfy**

We are a passionate and diverse team with a mission to build the world's most loved short-term rental and hospitality company. Led by our proprietary technology with a professional, customer-centric approach, we enable Real Estate Agencies to manage short and mid-term rentals on scale and property owners to generate higher rental returns.

**Company Culture**

We know that culture cannot exist solely within a single person, it lives within shared values, beliefs & behaviours. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - **Trust, Agility, Empowerment & Wow.**

Our focus on culture and team spirit has been awarded on a number of occasions. Earlier this year MadeComfy was awarded by the **AFR BOSS list as Australia's 4th best place to work** in Travel, Retail, Hospitality & Experiences and previously Anthill recognised MadeComfy as one of **Australia's Coolest Companies **In addition to this, we were recently awarded **The Most Inspiring Property Management Company **at the Here To Stay ASTRA Awards with one of our team members also taking home **The Rising Star in Short-term Rentals** award.

**Overview of role**

Focused on helping the business scale through process improvement, this role will require detailed process mapping of existing and yet-to-be-documented processes.

More than sole documentation of processes, the Continuous Improvement Specialist will provide feedback on optimization and ways of working.

A highly collaborative role, this person will engage every team in the business for feedback and effective change management.

The Continuous Improvement Specialist will become an expert in the business's products and services and will be guided by finding the balance between best-in-class guest experiences, owner experiences, and business growth and sustainability.

Ultimately the business has strong growth plans and requires someone with enthusiasm for making sure things are done efficiently and in line with our company values.

**Key areas of responsibility**
- Documentation of customer/guest and user journeys, with attention to accurate detail being vital.
- Play a key role in knowledge management, change management, and systems focused on feedback and training.
- Identify business pain points, remove process gaps and deliver intuitive user guides.
- Collaborate to produce mechanisms that create opportunities for improvement both internally and externally - Incorporating feedback from both Customer & Guest Reviews.
- Contact mitigation/elimination via internal/external knowledge, process improvement and automation.
- Documenting opportunities for training and knowledge sharing.
- Assisting in sizing up work for prioritization through impact to churn, cost to service and reputation.
- Helping to formulate a roadmap that will see MadeComfy thrive today whilst preparing us to scale and enter new markets in the future.
- Oversee, collect, analyse and document processes from each department via interviews with stakeholders, observation of the functions in action and collection of existing artifacts.
- Support analysis and documentation of existing and new business processes that span overlapping areas of the organisation.
- Complete assessments of business processes and document each of the following areas: problem statements, process flows, gap analyses, and solution recommendations.
- Map out basic to intermediate flows of new or existing processes.

**Key Traits**
- You're a great communicator and a hands-on problem solver.
- You're someone who wants to build on your previous experience, learn something new, and join a successful and well-funded start-up to grow alongside.
- You work equally well with others as you do individually contributing to the greater cause.
- You appreciate a sustainable framework that promotes efficiency and positive user experience.
- You take pride in contributing to high-quality products that deliver on their intent.

**Key Skills**
- Advanced process mapping skills.
- Highly adept with flow charts.
- Enthusiasm for continuous development of self and your environment.
- You have excellent communication and stakeholder management skills.
- You're a self-starter, great at solving problems and can make an impact from day one.
- You're reliable, have great attention to detail, and are great at getting things done.
- You're very comfortable with using technology and digital systems.
- You have a good understanding of traveller needs and requirements when booking.
- You're resilient - stress doesn't stress you out.

**Perks**
- You'll be joining an incredibly dynamic, passionate & diverse team who are invested in your growth & development.
- A beautiful dog-friendly office in Ultimo.
- Hybrid working environment - 3 days in the office, 2 days from home.
- An award-winning company culture
- Be surrounded by inspiring leaders, within every team, at every level.