{"id":2120363,"url":"https://alion.io/job/depop-senior-process-specialist","title":"Senior Process Specialist","company":{"id":51473,"name":"Depop","domain":"depop.com","url":"https://alion.io/company/depop","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":102000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gemini","optional":false},{"name":"Google Docs","optional":false},{"name":"Slack","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-14T20:27:57Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Company Description\nDepop is a peer-to-peer circular fashion marketplace where anyone can buy, sell and discover secondhand fashion. Our mission is simple: to make fashion circular by making secondhand as exciting and rewarding as buying new.\nFounded in 2011, Depop’s diverse community has helped move resale into the mainstream, where buying secondhand is no longer an alternative, but how people of different ages now engage with fashion. Today, more than 56 million registered users come to Depop to find great value, express their own personal style and give clothes a longer life. We believe that everything you want already exists, and our role is to help people discover it.\nPowered by a team of over 500 people, our company is headquartered in London, with offices in New York. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company. For more information, visit www.depop.com\nWe aim to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users.\nWe’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.\nAI Disclosure: We use AI tools (Google Gemini) to help our team source and review applications for roles with a high volume of applications. These tools assist our recruiters in identifying great talent but do not replace human decision-making. At Depop, every hiring decision is made by a human.\nIf, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to .\nRole summary\nWe are looking for a Senior Process Specialist to join our Community Experience team and support the Continuous Improvement function. You will independently own scoped process improvements, from identifying gaps and root causes through to designing, implementing and measuring practical solutions.\nWorking with Product Ops, Training, QA, Real Time and CX Specialists, you will turn product, policy and operational changes into clear, accurate and sustainable guidance. You will work with minimal day-to-day direction, use sound judgement when information is incomplete and help improve agent effectiveness and the community experience.\nResponsibilities\nOwn the creation and rollout of scoped process improvements and workflows linked to product launches, policy changes, bugs, recurring pain points and operational feedback.\nInvestigate process issues and content gaps using data, feedback and stakeholder input to identify root causes and recommend practical solutions.\nMaintain the accuracy and consistency of CX documentation and guidance across multiple tools, resolving discrepancies and implementing smaller amendments independently.\nTranslate complex or changing information into clear, actionable, agent-friendly guidance that reflects the Depop tone of voice.\nCoordinate with cross-functional stakeholders to align owners, timelines and operational requirements, while providing clear updates on progress, risks, dependencies and blockers.\nIdentify operational risks before changes launch and recommend mitigations, contingency plans or follow-up actions where needed.\nPrepare and deliver team announcements, process updates and training content, and own defined workstreams within larger change-management projects.\nUse feedback and operational insight to assess whether changes have improved clarity, efficiency, adoption or the agent and customer experience.\nRequirements\nExperience creating, maintaining or improving process documentation, operational guidance, knowledge base content or similar materials.\nExperience owning work from problem identification through to implementation, managing competing priorities and meeting fast-paced deadlines.\nStrong problem-solving skills, with the ability to work through incomplete or conflicting information and turn complex concepts into simple, actionable guidance.\nInitiative and sound judgement: able to identify solutions, make decisions within your remit and know when to seek input or escalate.\nStrong attention to detail and a high quality bar, including the ability to identify discrepancies, dependencies and operational risks.\nConfidence working cross-functionally and adapting communication style for agents, specialists, operational teams and stakeholders.\nAbility to adapt quickly to changing priorities while maintaining quality and accountability for outcomes.\nConfidence using Google Docs, Sheets and Slack, alongside support tooling such as Zendesk or equivalent systems.\nNice to have\nExperience in customer support, operations, knowledge management or continuous improvement.\nExperience supporting changes linked to product launches, bugs, policy updates or operational incidents.\nExperience using operational data, quality insights or Jira to identify, track and evaluate process improvements.\nAdditional Information\nHealth + Mental Wellbeing\nPMI and cash plan healthcare access with Bupa\nSubsidised counselling and coaching with Self Space\nCycle to Work scheme with options from Evans or the Green Commute Initiative\nEmployee Assistance Programme (EAP) for 24/7 confidential support\nMental Health First Aiders across the business for support and signposting\n\nWork/Life Balance:\n25 days of annual leave with the option to carry over up to 5 days\nImpact hours: Up to 2 days of additional paid leave per year for volunteering\nFully paid 4-week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.\nFlexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent\nAll offices are dog-friendly\nFamily Life:\nFor birth parent: 20 weeks of paid parental leave for full-time regular employees\nFor non-birth parents: 12 weeks of paid parental leave for full-time regular employees \nIVF leave, shared parental leave, and paid emergency parent/carer leave\nLearn + Grow:\nTwice-yearly development chats and yearly performance reviews\nLearning budget\nUpskilling our employees with company-wide training workshops, materials and resources\nYour Future:\nLife Insurance (financial compensation of 3x your salary)\nPension matching up to 6% of full base salary with Aviva\nDepop Extras:\nIn-office Depop Shop (that’s free!) and a packing station with free delivery.\nSpecial milestones are celebrated with gifts and rewards!","description_format":"text","description_chars":7141,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Life insurance","Parental leave"],"hiring_locations":[{"name":"United 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