Solution, Services & Product Development The Performance Optimisation Manager will be responsible for leading efforts to design and optimize integrated workflows, review and enhance operational processes, and oversee continuous improvement initiatives. This role involves working closely with cross-functional teams to ensure that every aspect of the customer journey is efficient, effective, and aligned with our business objectives. The ideal candidate will have a deep understanding of process optimization, customer experience, and performance management, with a passion for driving excellence and innovation.
About the Company
We are a fast-growing subscription-based start-up with a vision to achieve rapid global scale and digital maturity. We are dedicated to delivering innovative solutions that drive customer engagement and operational excellence. As we expand, we are looking for a Performance Optimisation Manager to help design and refine integrated workflows, enhance operational processes, and drive continuous improvement across all customer journeys.
About the Role
This position reports into our Managed Service Director.
Key Responsibilities:
Integrated Workflow Design:
Develop, implement, and optimize integrated workflows across various functions, ensuring seamless operations and alignment with strategic goals. Collaborate with cross-functional teams (including product, marketing, customer support, sales, and technology) to design workflows that enhance operational efficiency and improve the customer experience. Use data-driven analysis and process mapping to identify bottlenecks, redundancies, and areas for improvement in existing workflows.
Operational Process Review:
Conduct comprehensive reviews of existing operational processes to ensure they are efficient, scalable, and aligned with business objectives. Identify and eliminate inefficiencies, gaps, and inconsistencies in processes, leveraging automation and best practices where appropriate. Develop and maintain documentation of operational processes, workflows, and standard operating procedures (SOPs) to ensure consistency and clarity across teams.
Customer Journey Analysis:
Map and analyze end-to-end customer journeys to identify pain points, opportunities for improvement, and areas to enhance the overall customer experience. Work closely with customer-facing teams to understand customer needs, preferences, and behaviors, and use this insight to inform process improvements. Implement strategies and initiatives to improve key performance indicators (KPIs) related to customer satisfaction, retention, and engagement.
Performance Tracking and Reporting:
Monitor and analyze performance data, including operational KPIs, customer satisfaction scores, and process efficiency metrics, to identify trends and areas for improvement. Develop and deliver regular reports and presentations to senior management on performance optimization efforts, including progress updates, key achievements, and future plans.
Stakeholder Engagement and Collaboration:
Act as a liaison between different departments, fostering collaboration and alignment on performance optimization goals. Facilitate workshops, meetings, and training sessions to engage stakeholders in process improvement efforts and ensure buy-in from all levels of the organization.
Change Management and Implementation:
Lead change management efforts related to process improvements, including communication, training, and support for impacted teams. Ensure that changes are effectively implemented, monitored, and reinforced, minimizing disruption and maximizing adoption.
Innovation and Best Practices:
Stay abreast of industry trends, emerging technologies, and best practices in performance optimization, workflow design, and customer experience. Identify and introduce innovative tools, techniques, and methodologies to drive process improvement and operational excellence.
Qualifications:
Education: Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Advanced degrees or certifications in process improvement (e.g., Lean Six Sigma) are a plus.
Experience: Minimum of 5-7 years of experience in process optimization, performance management, or operations in a digital or subscription-based environment.
Process Improvement Expertise: Strong knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Agile) and experience in applying them to drive operational excellence.
Analytical Skills: Excellent analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
Project Management Skills: Proficiency in project management tools and methodologies.
Communication Skills: Strong written and verbal communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
Problem-Solving Skills: Proven ability to identify and resolve complex problems, think critically, and drive innovative solutions.
Adaptability: Ability to work in a fast-paced, dynamic environment with changing priorities and requirements.
Why Join Us:
Be a key player in driving operational excellence and customer success in a high-growth start-up.
Work in a dynamic, innovative environment with opportunities for professional growth and development.
Competitive salary and benefits package, including performance-based incentives.
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