Process Design Specialist (Escalation Processes)

As Process Design Specialist, you will be responsible for designing, documenting, and improving end-to-end operational processes. This includes identifying gaps and opportunities, preparing implementation plans, managing testing phases, and refining workflows based on feedback and performance data. You'll also ensure processes are ready for automation and aligned with business goals.

You’ll join the Escalation Processes team - the group responsible for building new processes and delivering complex operational solutions that support our growth. You’ll report to a Manager within the Escalation Process team and work closely with Project Managers, Product teams, Knowledge Management and Process Improvement teams. Together, you’ll help shape how Vinted expands and adapts, turning complex challenges into clear, effective solutions.

In this position, you’ll

• Ensure processes are documented, efficient, and adaptable for automation.
• Identify and address process gaps and improvement opportunities.
• Create new processes and workflows that support evolving business needs.
• Establish workflows for process validation, testing, and post-test adjustments.
• Create detailed implementation plans, including tasks, timelines, and responsibilities.
• Manage stakeholder feedback to improve process quality and efficiency.
• Monitor process performance and refine as needed.
• Improve process creation standards.
• Collaborate with product teams on AB tests.
• Align processes with business goals and ensure tools and systems support.

• Proven experience in process design, process improvement, operations management or related roles.
• Detail-oriented problem solver, who is able to identify operational gaps and inefficiencies.
• Familiar with process mapping and design tools (e.g., Lucidcharts, Visio, or similar software).
• Capable of effectively reading and interpreting data using metrics dashboards (e.g. Looker, EasyBI).
• Strong communicator who thrives in collaborative, cross-functional environments.
• Comfortable working with stakeholders across different teams.
• Able to adapt to a fast-changing environment, resilient to change.
• Excellent written and spoken English.

Nice to have

• Experience in customer support or operations management would be considered as an advantage

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office
• In Vilnius office: gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast