Process Excellence Manager

Role Overview

We are looking for a Process Excellence Manager to drive efficiency, quality and customer experience across our voice, chat and email support operations for OYO Vacation Homes in Europe. This role will partner closely with Ops, Product, QA and Training teams to build scalable processes and deliver measurable impact.

Key Responsibilities

• Own and improve end-to-end voice/chat/email processes for OVH Europe.
• Identify gaps, remove inefficiencies and standardize workflows & SOPs.
• Drive quality, CSAT, FCR, SLA adherence and reduce repeat contacts.
• Lead RCA, defect analysis and implement corrective & preventive actions.
• Partner with cross-functional teams to roll out process, policy and product changes.
• Publish process dashboards, insights and monthly reviews.
• Ensure strong governance, compliance and operational discipline.

Skills & Experience

• 5+ years of experience in Process Excellence / Ops Transformation in a multi-channel support setup.
• Strong exposure to voice, chat & email operations.
• Experience with Lean, Six Sigma, RCA; Green Belt preferred.
• Strong analytical, problem-solving and stakeholder management skills.
• Ability to drive change in a fast-paced, high-growth environment.
• Excellent communication and documentation skills.