Process Excellence Manager

About the Role

Process Excellence Manager

Youll work cross-functionally with CX, Product, Tech, and Operations teams to drive real change in how we deliver delightful experiences at scale.

Key Responsibilitie

• sAnalyze support ticket data and customer feedback to identify pain points, inefficiencies, and recurring issues
• .Translate insights into structured problem statements and design effective process and system flows to address them
• .Build new processes from scratch and re-engineer existing ones to improve efficiency, resolution times, and customer satisfaction
• .Create clear documentation process maps, SOPs, decision trees, automation briefs, etc
• .Collaborate closely with CX agents, operations, product managers, and tech teams to implement process improvements
• .Drive execution with a strong bias for action own projects end-to-end and track impact through KPIs
• .Bring in a continuous improvement mindset run pilots, gather feedback, and iterate quickly
• .Ensure standardization and adherence to best practices across the customer support function

.What Were Looking F

• or24 years of experience in process improvement, CX operations, or business analysis role
• s.Strong analytical skills comfort working with support data, dashboards, and Excel/Sheet
• s.Experience building process flows (e.g., Lucidchart, Whimsical, Miro) and SOP documentatio
• n.Adept in platforms like Kapture, Freshdesk is a good to have. Should be able to build automations for CS Agent
• s.Excellent communication and stakeholder management skills you can drive alignment and actio
• n.Hands-on approach with a strong sense of ownership and executio
• n.Prior experience working in high-growth startups or tech-enabled service environments is a plu
• s.Exposure to tools like Freshdesk, Zendesk, or CRM systems is a bonu

s.Why Join

• UsYou&aposll play a pivotal role in shaping the way we support and delight our use
• rs.Opportunity to work at the intersection of CX, tech, and ops in a fast-moving compa
• ny.A flat structure, high ownership, and the freedom to take initiative and make an impa