Process Excellence Manager

Process Excellence Manager Customer Experience

Location: Bangalore (In-office)

Company: Supertails

Work Mode: 6 days working

About the Role

Supertails is on a mission to redefine pet care through innovation, empathy, and efficiency. We are seeking aProcess Excellence Manager who will play a pivotal role in shaping customer experience, driving

automation, and building scalable systems that reduce manual dependency.

This role requires a strategic thinker with strong execution skills, deep understanding of e-commerce

ecosystems, and the ability to stay ahead of emerging AI functionalities to keep Supertails at the industry

forefront.

Key Responsibilities

1. Customer Experience & Support Excellence

? Own and optimize customer interaction channels (calls, chats, emails) to deliver faster, empathetic,

and more consistent support.

? Identify bottlenecks in customer journeys and lead cross-functional initiatives to resolve them.

? Build robust order-to-contact processes, ensuring seamless handoffs across supply chain, product,

operations, and support.

2. Automation & AI-Driven Transformation

? Lead automation initiatives across support and operational functions to minimize manual effort and

reduce human dependency.

? Stay ahead of the curve on AI-driven tools and functionalities; identify and deploy cutting-edge

solutions that keep Supertails differentiated in customer experience.

Collaborate with product and technology teams to co-create scalable automation frameworks

integrated into core systems.

3. Process & Ecosystem Building

? Design and implement standard operating procedures across customer and supply chain

touchpoints.

? Develop scalable process ecosystems that enable sustainable growth while ensuring consistency in

service quality.

? Drive adoption of continuous improvement practices (Lean, Six Sigma, Kaizen) to achieve

operational excellence.

4. Insights & Strategy

? Use data and analytics to measure impact, track KPIs, and surface actionable insights for leadership.

? Partner with product, supply chain, and business teams to ensure process improvements align with

organizational goals.

? Anticipate future needs of the e-commerce ecosystem and proactively design solutions that

enhance agility and competitiveness.

Requirements

? 37 years of experience in process excellence, customer experience, or operations roles in an

e-commerce, technology, or consumer-facing business.

? Strong understanding of e-commerce supply chain, order-to-contact workflows, and customer

support ecosystems.

? Proven ability to design and scale automation and experience with AI tools and digital

transformation projects.

? Strategic thinker with hands-on execution capability; able to balance long-term vision with

immediate business needs.

? Analytical, data-driven, and adept at using insights to influence decisions.

? Excellent collaboration skills with proven success working with product and technology teams.

? Exposure to continuous improvement methodologies is a plus.

Why Join Us

? Lead transformative projects that directly shape the future of customer experience in a fast-growing

pet care brand.

? Work at the intersection of operations, technology, and product innovation, with high leadership

visibility.

? Be part of a mission-driven team that values innovation, ownership, and impact.