Manager - Customer experience & Product delivery Audit

Role Purpose

strategic, hands-on leader

Manager – Business Process Excellence & Assurance

About The Role

Business Process Excellence & Assurance team

Key Responsibilities

Team Leadership & Delivery

• Lead and mentor a team of Process Excellence & Assurance Specialists.
• Define quarterly roadmaps and ensure timely project execution.
• Uphold high standards of analytical rigor, reporting, and communication.
  

Process Review & Optimization

• Conduct reviews across Sales, Product Delivery, Marketing, HR, and Support functions.
• Identify inefficiencies, redesign workflows, and track measurable post-implementation impact.
• Institutionalize best practices and ensure SOP adherence.
  

Data Analysis & Insights

• Use business data to detect performance gaps, delays, or inefficiencies.
• Build dashboards and reports that translate complex data into actionable insights.
• Partner with leadership to drive decisions rooted in metrics and trends.
  

Cross-Functional Collaboration

• Work closely with business heads to align priorities and track improvement outcomes.
• Represent the function in leadership reviews and ensure project closures.
• Document learnings and build standard frameworks for repeatable success.
  

What We’re Looking For

Experience & Background

• 4+ years in Process Excellence, Business Operations, or Strategy roles.
• 2+ years leading teams or large-scale cross-functional projects.
• Experience in EdTech or Service Operations is a plus.
  

Analytical & Technical Skills

• Proficiency in Excel/Google Sheets; exposure to SQL/BI tools preferred.
• Strong analytical thinking and data interpretation skills.
• Familiarity with process improvement frameworks (Lean, Six Sigma, etc.).
  

Leadership & Execution

• Proven ability to translate strategy into structured execution.
• Strong stakeholder management and project delivery discipline.
• Passion for leveraging AI and automation to make operations smarter.
  

Mindset

• Detail-oriented, structured, and outcome-focused.
• Thrives in a dynamic, fast-scaling environment.