Process Writer

Summary

Gainwell Technologies is seeking a highly motivated and detail-oriented Process Writer to join our Customer Experience (CX) team. This role will be instrumental in documenting processes, writing procedures, and creating Standard Operating Procedures (SOPs) for all CX functional areas. The ideal candidate will work closely with Lean Six Sigma Black Belts and other team members to ensure comprehensive and standardized process documentation that aligns with best practices.

Your role in our mission

•    Process Documentation: The role involves working closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions. This includes conducting a thorough gap analysis to identify inefficiencies and suggesting improvements, ensuring that all documentation is standardized, consistent, and aligned with organizational and industry best practices.
•    SOP Development: Responsibilities include writing and maintaining clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas. Regular reviews and updates of SOPs are necessary to ensure accuracy and relevance considering process changes or new requirements. Implementing version control procedures to track changes and updates is also a key aspect.
•    Quality Assurance: The role includes conducting periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards. Gathering feedback from stakeholders and operational teams to refine and enhance documentation as necessary is an important responsibility.
•    Training Support: Collaboration with the training department is essential to align training materials with documented processes, ensuring consistency and accuracy. Assisting in the development of training programs and evaluating their effectiveness, while making recommendations for improvements based on feedback and process changes, is also required.
•    Documentation Standards: Developing and implementing documentation standards and best practices to ensure consistency and usability across all CX processes is required. Creating and maintaining documentation templates, tools, and resources to facilitate standardized practices is also part of the job.
•    Collaboration: Working with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation is a key responsibility. Engaging with stakeholders to understand their needs and incorporating their feedback into documentation will be essential.
•    Reporting and Communication: The role involves tracking and reporting progress on documentation projects, ensuring deadlines are met and deliverables are of high quality. Clear communication of findings, recommendations, and updates to team members, stakeholders, and management is critical.

What we're looking for

• Bachelor’s degree required (preferred: healthcare or STEM)
• Lean Six Sigma knowledge or Green Belt certification preferred
• Proven experience in process mapping, SOP development, or documentation in complex environments
• Strong writing skills and attention to detail
• Proficiency in Microsoft Office and process mapping tools

What you should expect in this role

• Remote-based opportunity within the United States
• Opportunities to travel through your work (0-25%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 7/30/2026