Process Excellence Manager

About the role:

We are seeking a highly motivated and talented Process Improvement Expert to join our dynamic Customer Service Process Team. This role is pivotal in enhancing our customer support processes ensuring a seamless and efficient experience for our users. The ideal candidate will possess a strong analytical mindset excellent problem-solving skills and a passion for continuous improvement.

Responsibilities:

• Analyze current customer support processes to identify areas for improvement and optimization.

• Develop and implement innovative strategies to enhance the efficiency and effectiveness of customer support operations.

• Collaborate with cross-functional teams to design and execute process improvement initiatives (Eg :product team).

• Monitor and evaluate the impact of implemented changes ensuring they meet desired outcomes and contribute to overall customer satisfaction.

• Utilize data-driven insights to make informed decisions and drive continuous improvement efforts.

• Provide training and support to customer support teams on new processes and best practices.

• Stay updated with industry trends and best practices to ensure the company remains at the forefront of customer support excellence.

Requirements:

• Bachelor’s degree in Business Administration Project/ Operations Management or a related field.

• 3-5 years proven experience in process improvement preferably within a customer support or service environment.

• Strong analytical skills with the ability to interpret complex data and make data-driven decisions.

• Excellent communication and interpersonal skills with the ability to collaborate effectively with diverse teams.

• Proficiency in process improvement methodologies such as Lean Six Sigma or similar.

• Ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.

• Passion for cryptocurrency and blockchain technology is a plus.