Process Excellence Manager

Company Description

Namma Yatri is a Software as a Service (SaaS) / Mobility as a Service (MaaS) platform that enables drivers to seamlessly connect with riders, ensuring frictionless user experiences and hassle-free services for both. As a people-first platform, Namma Yatri and its family of appsincluding Yatri Sathi, Odisha Yatri, and Mana Yatriare transforming urban mobility. We provide cutting-edge technology at utility pricing, fostering partnerships across Samaaj (Society), Sarkaar (Government), and Bazaar (Business) while embracing open networks like ONDC. At Namma Yatri, we are expanding beyond autos to build a comprehensive multi-modal mobility ecosystem. Our goal is to create a seamless, integrated transportation network that offers commuters multiple options- Busses, Metro, Auto, Cabsensuring affordability, convenience, and accessibility. With over 2 lakh rides daily and growing global interest,

Namma Yatri is leading the way in accessible, community-driven mobility solutions.

Job Summary

As the Process Excellence Manager Customer experience , you will play a critical role in improving the end-to-end experience for drivers interacting with Namma Yatri's support ecosystem. You will analyze existing processes, identify gaps, and implement scalable solutions to ensure efficient query resolution, higher satisfaction, and improved productivity across the driver support function. This role blends data-driven problem-solving, process design, and change management to continuously elevate service quality for the driver community.

Key Responsibilities

? Map and assess existing support workflows (inbound, outbound, chat, and on-ground interactions) for driver issues.

? Identify inefficiencies, pain points, and opportunities for automation or simplification.

? Understand the process by reviewing support cases, listening to calls, and analyzing Voice of Customer (VOC) data from both drivers and commuters.

? Translate VOC insights into actionable process improvements that enhance experience and efficiency.

? Develop and institutionalize Standard Operating Procedures (SOPs) and best practices for consistent driver experience.

? Monitor KPIs such as First Response Time, Resolution Time, Escalation Rate, and CSAT.

? Use data and root-cause analysis to recommend targeted improvements.

? Partner with the analytics team to design dashboards and performance reports for real-time visibility.

? Collaborate with Product, Engineering, and Operations teams to streamline driver issue handling processes.

? Drive Lean/Six Sigma-based improvement projects within the driver support ecosystem.

? Foster a culture of continuous learning and process discipline among support teams.

? Identify and deploy tools (CRM, ticketing systems, chatbots) to improve support efficiency and consistency.

Qualifications & Experience

? 4-6 years of experience in process excellence, customer support operations, or business

transformation, ideally within tech or mobility sectors.

? Proven experience in process design, SOP creation, and performance improvement projects.

? Strong command of Lean / Six Sigma methodologies (Green Belt preferred).

? Proficiency in data analysis and reporting tools (Excel, Power BI, SQL, or similar).

? Excellent communication, stakeholder management, and change management skills.

? Experience working with a driver, delivery, or gig workforce is a strong advantage.

What You'll Bring

? A deep sense of empathy for drivers and an understanding of their challenges.

? A problem-solving mindset backed by analytical rigor.

? The ability to translate insights into practical, scalable solutions.

? Passion for building processes that drive both operational efficiency and human impact.

Why Join Us

? Open and transparent culture. We embrace openness and promote creativity and ideas from

anyone and everyone.

? Impactful role in a fast-growing startup with ample room for career growth.

? Direct influence on creating a dent in India's transportation ecosystem.

? Collaborative, results-driven team culture