The Client Success (CS) Process Improvement Coordinator supports the execution of 
process, communication, and engagement improvements for the US Core CS team. This role 
focuses on enhancing operational efficiency, team-level clarity, and internal consistency 
through data gathering, documentation, and project coordination. The CS Process 
Improvement Coordinator plays a key role in executing scalable systems, supporting change 
adoption, and enabling frontline leaders to focus more on coaching and performance by 
reducing their operational load.

• Analyze and assess current business processes to identify inefficiencies and improvement opportunities
• Support the creation and maintenance of performance reports using Salesforce data and Excel
• Collaborate with cross-functional partners to refine team-level processes and tools
• Assist in the development and execution of structured change management rollouts
• Coordinate and manage internal engagement and communication programs
• Collect and act on feedback from team members to support the adoption of new processes
• Maintain and update internal documentation (e.g., Knowledge Base, Leadership Hub, process guides)
• Track KPIs and surface insights to help inform decisions and adjustments to initiatives
• Prepare status reports and present progress on initiatives to the CS Process Improvement Manager

• High school diploma or equivalent required; bachelor’s degree preferred
• 1-3 years of experience in a support, coordination, or operations role
• CAPM or PMP certification is not required, but considered a plus
• Experience supporting remote or distributed teams is preferred
• Experience working with team performance data, reporting tools, or Salesforce preferred
• Highly organized with the ability to manage multiple projects, requests, and deadlines
• Strong working knowledge of Microsoft Excel (formulas, pivot tables, conditional formatting)
• Ability to spot performance trends, identify data inconsistencies, and escalate key insights
• Critical thinker with a solutions-oriented mindset; proactive in identifying and addressing process gaps
• Strong written and verbal communication skills; able to document and explain process updates clearly
• Strong collaboration skills; able to work across teams and departments to support successful execution
• High attention to detail in reporting, communication, and process coordination 

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment
  
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