4 Scalable Processes Jobs

As a Senior Operations Lead in Customer Support, you will be responsible for overseeing chat-based and voice/call support operations, including vendor-managed call centers. Your role will involve leading day-to-day operations, building and scaling support functions, defining key performance metrics, and collaborating with internal and external teams to ensure high-quality service delivery. Your key responsibilities will include managing support operations with a focus on quality, speed, and resolution, partnering with vendors to align on SLAs and performance metrics, hiring and mentoring support teams, and working cross-functionally to address systemic issues and improve customer experiences. You will also be required to establish scalable processes, SOPs, and tools for consistent service delivery, and drive a culture of continuous improvement using data and feedback. To be successful in this role, you should have at least 10 years of experience in customer support operations with expertise in chat support and exposure to call support. Experience in e-commerce, quick commerce, or high-growth consumer tech startups is preferred. You should have a proven track record of working with third-party vendors and call center partners, building teams from scratch, and using CRM tools effectively. Strong analytical skills, leadership abilities, and excellent communication and stakeholder management skills are essential for this role. A proactive and hands-on approach to problem-solving is also important.,

You will be joining a team at Notion that is dedicated to enabling every individual, team, and organization to customize their software to address any challenge. The company is focused on empowering users to modify the software they use daily through innovation, design, and skillful execution. Since its inception in 2016, Notion has attracted a diverse customer base including notable names like OpenAI, Toyota, Figma, and Ramp. As the company experiences rapid growth, they are seeking talented individuals to join their team. Notion values diversity and creativity, striving to build a workforce as varied and imaginative as the global community it serves. In the role of Support Manager, India Head, you will be tasked with leading and developing a team of Enterprise Technical Support Agents based in India. Your responsibilities will include formulating and executing regional strategies, acting as the CX leadership representative in the region, and collaborating closely with Global Customer Experience Managers to ensure a cohesive global operating approach. You will play a key role in enhancing the customer experience and driving the growth of CX within the India region through various cross-functional projects. To excel in this position, you should possess a minimum of 4-5 years of experience in building and managing high-performing technical support teams, with a total of 12-15 years working in the software industry. Your skill set should include the ability to establish robust and scalable processes across go-to-market and technical teams, as well as a strong analytical mindset with proficiency in data reporting and analysis. Furthermore, you should exhibit executive presence, be user-focused, and demonstrate exceptional problem-solving abilities. Additionally, having experience in launching SaaS products in new markets within a global company, knowledge of technologies such as Linux, APIs, NoSQL, and proficiency in scripting languages like Python, Java, Javascript, or Typescript would be advantageous. Familiarity with Notion is also a plus. Notion values individuals from diverse backgrounds and encourages candidates who resonate with the company's values and are enthusiastic about software customization to apply, even if their experience does not align perfectly with every requirement listed. If you are a builder at heart and share Notion's vision, they are eager to hear from you.,

As the Manager, Business Insights, you will play a crucial role in the Business Insights team, ensuring that Services can make data-driven decisions and operate effectively and efficiently. Your responsibilities will include partnering with leadership across various functions such as Sales, Delivery, Product, and others to enhance strategic decision-making through facts and data. You will be tasked with diagnosing strategic gaps and opportunities within the operations of a function and identifying corrective measures. Your experience in building data-driven infrastructure, configuring systems, managing data storage, and utilizing BI platforms will be essential in driving productivity enhancements through technology solutions that match business needs. In this role, you will influence the decision-making process within a dedicated Services function by providing a fact-base and thought partnership to functional leaders. You will establish measurement frameworks, KPIs, and analysis questions to assess the health of the business for the specific function you are supporting. Your focus will be on ensuring that team members can maximize their time on core activities by minimizing other efforts through automation, process simplification, and hands-on partnership. Additionally, you will lead special projects that may not have a clear owner, building cross-functional teams for initiatives such as M&A integration and Agile projects. You will drive the development of the overall Data & Services analytic infrastructure, with an emphasis on optimizing system configurations and centrally aggregating data. Your problem-solving skills will be crucial in developing scalable and automated frameworks and processes. Your strong business knowledge relevant to Services functions and comfort with data sets and analytic tools like SQL, ETL Processes, Tableau, and Salesforce will be key assets in this role. Your technical orientation, experience in collaborating with internal developers, and configuring third-party technical systems will be beneficial. A generalist mentality with a well-rounded skill set is desired, and previous consulting experience would be a plus. Strong verbal and written communication skills at all levels of the organization will be essential for success in this role.,

The Manager, Business Insights plays a crucial role in the Business Insights team, ensuring that all Services can effectively make data-driven decisions and operate efficiently. As the Manager, Business Insights, you will collaborate with leadership across Sales, Delivery, Product, and other functions to enhance strategic decision-making through the use of facts and data. Your passion lies in identifying strategic gaps and opportunities within operational functions and determining corrective measures. Your expertise includes building data-driven infrastructure, configuring systems, managing data storage, and utilizing BI platforms. Additionally, you have a track record of driving productivity enhancements by identifying, procuring, or developing technology solutions that align with business requirements. In this role, your responsibilities will include influencing decision-making processes to achieve better outcomes in a dedicated Services function. You will provide functional leaders with a fact-based approach and act as a thought partner. You will develop appropriate measurement frameworks, KPIs, and analysis questions to evaluate the health of the business within a specific function. By optimizing automation, simplifying processes, and fostering hands-on partnerships, you will ensure that team members can focus on their core responsibilities. Furthermore, you will lead special projects that lack a clear owner, such as M&A integration and Agile Initiatives, by forming cross-functional teams. Your success in this role will be driven by your exceptional problem-solving skills and your ability to develop scalable and automated frameworks and processes. You possess a deep understanding of business operations within a Services function and a strong desire to expand your knowledge. Proficiency in handling various data sets (e.g., Financial, Sales & Marketing, Costs) and familiarity with databases and data analytic tools (e.g., SQL, ETL Processes, Tableau, Salesforce) are essential. Your technical acumen, coupled with experience in collaborating with internal developers and configuring third-party technical systems, distinguishes you. A well-rounded skill set and a generalist mentality, with previous consulting experience being advantageous, are qualities that you bring to the table. An effective verbal and written communicator at all organizational levels, you excel in articulating ideas and concepts. If you are looking to drive data-driven decision-making, enhance operational efficiency, and lead impactful initiatives within a dynamic Services environment, this role as a Manager, Business Insights is an excellent opportunity for you.,