Job Description The Operations Support Specialist - Process & Change will work with the Operations Managers to ensure our processes are well-documented, our teams are equipped for change, and our improvements are measurable. We are looking for someone who is hands-on, analytical, and passionate about making things work better. This role is central to Lumi's ability to scale effectively. As we grow, maintaining operational clarity and driving continuous improvement becomes critical. The Role Map, document, and maintain end-to-end operational processes, ensuring teams have a clear source of truth for how things work Keep process documentation accurate, current, and accessible across all operational teams Create training materials, user guides, SOPs, and onboarding content that help teams adopt new processes and ways of working Ensure documentation is practical, easy to follow, and kept up to date as processes evolve Track and manage success metrics for operational changes and process improvements Document findings, assess impact, and present clear recommendations to the Operations Managers
