Foreign Venture Group (The FVG)
Website:
thefvg.com
Job details:
Operations Systems & Continuous Improvement Lead
Technical Operations | AI Enablement | Automation | Process Excellence
Job Type: Full-Time
Work Setup: Remote, Worldwide
Working Hours: Strong overlap with North American business hours, primarily EST or CST
Reports To: Founder / CEO
About the Role
Proof360 is looking for an Operations Systems & Continuous Improvement Lead to help make our Customer Success and Vendor Operations teams measurably better every day.
This is a hands-on role at the intersection of operations, technology, data, automation, and process improvement. You will identify operational problems, determine their root causes, build and test improvements, measure the results, and continuously improve the systems and workflows behind the business.
This is not an advisory-only Continuous Improvement role or a pure software development position. We are looking for someone who can move from operational evidence to technical execution and measurable results.
What You’ll Do
Continuous Improvement
- Lead daily operational improvement reviews with Customer Success and Vendor Operations.
- Analyze calls, transcripts, outcomes, objections, escalations, conversion data, quality issues, and repeated manual work.
- Identify root causes and prioritize high-value improvements.
- Implement, test, measure, and document improvements.
- Establish controlled testing, versioning, rollback, and learning processes.
Real-Time Call Guidance & AI
- Own the continuous improvement of Balto and real-time call guidance.
- Improve call prompts, dynamic guidance, agent checklists, objection handling, conversation playbooks, and QA logic.
- Improve trigger and prompt design, knowledge grounding, follow-up capture, and adoption.
- Investigate false positives and false negatives and use call evidence to continuously improve performance.
Customer & Vendor Lifecycle
- Improve workflows across qualification, active opportunities, service and dispatch, completion, stalled relationships, reactivation, loyalty, referrals, upsell, cross-sell, and repeat service.
- Identify lifecycle leakage, failed handoffs, missing data, missed next actions, and unnecessary manual work.
- Improve workflows supporting Proof360, Piggy, vendor rewards, referrals, repeat service, and lifecycle-based outreach.
- Ensure stalled and cold relationships have clear ownership, next actions, timing, and documented outcomes.
Reputation & Trust
- Monitor customer and vendor reputation trends, including reviews, ratings, sentiment, and recurring themes.
- Improve feedback and review-request workflows.
- Identify the causes of complaints, negative reviews, and trust failures.
- Turn reputation insights into improvements in scripts, SOPs, training, workflows, and systems.
Data & Operational Intelligence
- Partner with Data Intelligence to define and improve operational metrics.
- Analyze funnel and lifecycle stages, conversion, call quality, attribution, failure reasons, cohorts, intervention outcomes, and data quality.
- Measure reactivation, referrals, upsell, cross-sell, workflow performance, leakage, adoption, and experiment results.
- Use evidence and controlled testing to determine which improvements should be retained or changed.
Systems, Automation & Technical Execution
- Prototype, configure, code, test, and deploy improvements where authorized.
- Work with Python, JavaScript/TypeScript or equivalent, SQL, REST APIs, webhooks, JSON, Git, workflow automation, CRM configuration, and AI/LLM tools.
- Improve Bitrix24 and connected operational workflows, including pipelines, ownership, routing, required data, lifecycle integrity, automation, reporting, and integrations.
- Use AI-assisted development to investigate systems, identify gaps, and produce implementation-ready solutions.
- Work with platform engineers when deeper engineering support is required.
What We’re Looking For
We are looking for someone who is both technically capable and operationally minded.
Required Skills
- Hands-on coding and scripting experience.
- Strong SQL and data analysis capabilities.
- Understanding of APIs, integrations, webhooks, and system dependencies.
- Experience with automation and workflow systems.
- Ability to read existing code, debug issues, prototype solutions, and test changes.
- Experience with Continuous Improvement, Process Excellence, root-cause analysis, or operational optimization.
- CRM or workflow-system experience.
- Strong systems thinking and problem-solving skills.
- Ability to translate frontline operational evidence into practical systems improvements.
- Strong documentation and written communication skills.
- Advanced use of AI/LLM tools and AI-assisted development.
- Ability to work independently and move quickly while maintaining quality and appropriate controls.
Nice to Have
Experience in one or more of the following:
- Lean / Six Sigma
- Operations Engineering
- Systems Engineering
- Industrial Engineering
- Technical Supply Chain
- Operations Research
- Quality Engineering
- Business Systems
- Computer Science combined with operations
- Technical Project Management
- Agile / Scrum
A relevant degree or Lean Six Sigma certification is helpful, but demonstrated technical and operational capability matters more than a specific degree or certification.
What Success Looks Like
In this role, success means turning evidence into measurable operational improvement.
You will help ensure that:
- Call guidance continuously improves based on real-world evidence.
- Lifecycle leakage becomes visible and actionable.
- Fewer next actions and opportunities are missed.
- Customer and vendor relationships are appropriately reactivated and retained.
- Loyalty, referrals, upsell, and cross-sell opportunities are captured at relevant moments.
- Reputation issues are identified and converted into corrective action.
- Operational data becomes more complete and reliable.
- Repetitive manual work decreases through appropriate automation.
- Engineering receives smaller, clearer, and better-tested work packages.
- Improvements move from identification to live implementation faster.
- The business can clearly measure whether an intervention worked.
Your First 30 Days
We expect meaningful execution early in the role.
Days 1–5: Understand the systems, workflows, calls, playbooks, and operational data. Establish baseline metrics and identify the first improvement opportunities.
Days 6–10: Run the daily improvement loop, implement or package high-value changes, and establish testing and versioning practices.
Days 11–20: Expand improvements across lifecycle management, cold pipeline, reactivation, loyalty, referrals, CRM integrity, reputation, and recurring manual work.
Days 21–30: Demonstrate independent ownership of the Continuous Improvement cadence and show measurable improvements that can be implemented with minimal unnecessary engineering dependency.
Why Join Proof360?
If you enjoy finding operational problems, building practical solutions, testing what works, and seeing your improvements reach real users and teams, this role gives you the opportunity to own that process end-to-end.
Build improvements. Prove the result.
How to Apply
All interested candidates must fill up the form below.
https://forms.gle/Va6cjvqc7NutN6GZ6
Click on Apply to know more.
