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.