Senior Process Specialist

Company Description
Depop 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.
Founded 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.
Powered 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
We 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.
We’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.
AI 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.
If, 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 adjustments@depop.com.
Role summary
We 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.
Working 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.
Responsibilities
Own the creation and rollout of scoped process improvements and workflows linked to product launches, policy changes, bugs, recurring pain points and operational feedback.
Investigate process issues and content gaps using data, feedback and stakeholder input to identify root causes and recommend practical solutions.
Maintain the accuracy and consistency of CX documentation and guidance across multiple tools, resolving discrepancies and implementing smaller amendments independently.
Translate complex or changing information into clear, actionable, agent-friendly guidance that reflects the Depop tone of voice.
Coordinate with cross-functional stakeholders to align owners, timelines and operational requirements, while providing clear updates on progress, risks, dependencies and blockers.
Identify operational risks before changes launch and recommend mitigations, contingency plans or follow-up actions where needed.
Prepare and deliver team announcements, process updates and training content, and own defined workstreams within larger change-management projects.
Use feedback and operational insight to assess whether changes have improved clarity, efficiency, adoption or the agent and customer experience.
Requirements
Experience creating, maintaining or improving process documentation, operational guidance, knowledge base content or similar materials.
Experience owning work from problem identification through to implementation, managing competing priorities and meeting fast-paced deadlines.
Strong problem-solving skills, with the ability to work through incomplete or conflicting information and turn complex concepts into simple, actionable guidance.
Initiative and sound judgement: able to identify solutions, make decisions within your remit and know when to seek input or escalate.
Strong attention to detail and a high quality bar, including the ability to identify discrepancies, dependencies and operational risks.
Confidence working cross-functionally and adapting communication style for agents, specialists, operational teams and stakeholders.
Ability to adapt quickly to changing priorities while maintaining quality and accountability for outcomes.
Confidence using Google Docs, Sheets and Slack, alongside support tooling such as Zendesk or equivalent systems.
Nice to have
Experience in customer support, operations, knowledge management or continuous improvement.
Experience supporting changes linked to product launches, bugs, policy updates or operational incidents.
Experience using operational data, quality insights or Jira to identify, track and evaluate process improvements.
Additional Information
Health + Mental Wellbeing
PMI and cash plan healthcare access with Bupa
Subsidised counselling and coaching with Self Space
Cycle to Work scheme with options from Evans or the Green Commute Initiative
Employee Assistance Programme (EAP) for 24/7 confidential support
Mental Health First Aiders across the business for support and signposting
Work/Life Balance:
25 days of annual leave with the option to carry over up to 5 days
Impact hours: Up to 2 days of additional paid leave per year for volunteering
Fully 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.
Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent
All offices are dog-friendly
Family Life:
For birth parent: 20 weeks of paid parental leave for full-time regular employees
For non-birth parents: 12 weeks of paid parental leave for full-time regular employees
IVF leave, shared parental leave, and paid emergency parent/carer leave
Learn + Grow:
Twice-yearly development chats and yearly performance reviews
Learning budget
Upskilling our employees with company-wide training workshops, materials and resources
Your Future:
Life Insurance (financial compensation of 3x your salary)
Pension matching up to 6% of full base salary with Aviva
Depop Extras:
In-office Depop Shop (that’s free!) and a packing station with free delivery.
Special milestones are celebrated with gifts and rewards!