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Job Description
We are seeking a highly motivated and results-driven Process Improvement Manager to enhance operational efficiency and support the success of our Collector Support Associates and the experience of our Collectors. In this role, you will dive deep to identify opportunities and inefficiencies, work cross-functionally to present proposals for streamlining processes, and implement impactful solutions with measurable outputs.
The Process Improvement Manager will require that you innovate in a high-speed, adapting environment and lead transformative initiatives with partner teams including Collector Support, Product, Ecommerce, Operations, CS Tech, and more. Your work will support parity across international domains wherever possible, the launch of systemic processes, and sharing of best practices to contribute to making a 1 of 1 experience for Collectors.
Key Responsibilities:
Process Analysis and Optimization
Conduct thorough analyses of existing workflows, tools, and systems used by CSAs and Collectors. Identify bottlenecks, redundancies, and areas for improvement. Develop and implement streamlined processes to enhance efficiency and improve performance.
Cross-functional Collaboration
Partner with teams such as Operations, Training, Product, and CS Tech to align on process improvements. Act as a liaison between Collector Support and other departments to ensure alignment of priorities and goals with business objectives.
Project Management
Lead process improvement initiatives from ideation to execution, ensuring timely delivery and measurable results. Develop project plans, set milestones, and communicate progress to stakeholders, providing comprehensive documentation and supporting materials.
Variable Communication
Draft and present proposals, recommendations, and analysis reviews to senior leadership and stakeholders. Create clear, concise, and impactful presentations, reports, and dashboards to communicate progress and results. Adapt communication style and content to effectively engage different audiences, from front-line teams to executives.
Performance Monitoring and Reporting
Use existing KPIs (Contact volume, CSAT, NPS, AHT, Quality Audits, etc.) to measure the effectiveness of process changes. Regularly evaluate and report on the impact of improvement initiatives to a variety of stakeholders. Identify opportunities for continuous improvement based on performance data.
Change Management
Drive adoption of new processes by working closely with leadership and training to develop comprehensive training, communication plans, and SOPs to be used by Collector-facing teams. Develop feedback loops for new launches to capture internal and external sentiment during transitions to new workflows.
Innovation and Best Practices
Stay informed on industry trends and best practices in process improvement and customer support. Proactively suggest innovative solutions to enhance the Collector Support function.
Qualifications and Requirements: Education
Bachelor's degree in Business Administration, Operations Management, or a related field.
Experience
5+ years of experience in process improvement, operations, or a related role. Experience in customer support is highly desirable. Experience working with and presenting to a wide range of stakeholders, ranging from operations associates to VP level leaders. Ability to travel internationally to meet with stakeholders and partner teams.
Skills and Competencies
Strong analytical and problem-solving skills. Proficiency in process mapping and workflow optimization tools (e.g., Visio, Six Sigma) as well as presentation tools (e.g., MS Power Point and Word) Exceptional project management skills, with experience using project management and issue tracking tools (Jira). Excellent verbal and written communication skills, with the ability to present complex information in a clear and concise manner. Excellent communication and interpersonal skills to influence and collaborate across teams, including senior leadership. Proven ability to lead change management initiatives. A history of data-driven decision making and strong analytical skills. Commercial acumen and a demonstrated experience in driving business KPIs through strategic thinking.
Preferred Qualifications
Certification in Lean, Six Sigma, or related methodologies. Experience in a fast-paced, customer-centric organization. Familiarity with CRM and support tools such as Genesys Cloud, Salesforce or Zendesk. A passion for collectibles or limited-edition products, ideally sports-related.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
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Conduct thorough analyses of existing workflows, tools, and systems used by CSAs and Collectors. Identify bottlenecks, redundancies, and areas for improvement. Develop and implement streamlined processes to enhance efficiency and improve performance.
Cross-functional Collaboration
Partner with teams such as Operations, Training, Product, and CS Tech to align on process improvements. Act as a liaison between Collector Support and other departments to ensure alignment of priorities and goals with business objectives.
Project Management
Lead process improvement initiatives from ideation to execution, ensuring timely delivery and measurable results. Develop project plans, set milestones, and communicate progress to stakeholders, providing comprehensive documentation and supporting materials.
Variable Communication
Draft and present proposals, recommendations, and analysis reviews to senior leadership and stakeholders. Create clear, concise, and impactful presentations, reports, and dashboards to communicate progress and results. Adapt communication style and content to effectively engage different audiences, from front-line teams to executives.
Performance Monitoring and Reporting
Use existing KPIs (Contact volume, CSAT, NPS, AHT, Quality Audits, etc.) to measure the effectiveness of process changes. Regularly evaluate and report on the impact of improvement initiatives to a variety of stakeholders. Identify opportunities for continuous improvement based on performance data.
Change Management
Drive adoption of new processes by working closely with leadership and training to develop comprehensive training, communication plans, and SOPs to be used by Collector-facing teams. Develop feedback loops for new launches to capture internal and external sentiment during transitions to new workflows.
Innovation and Best Practices
Stay informed on industry trends and best practices in process improvement and customer support. Proactively suggest innovative solutions to enhance the Collector Support function.
Qualifications and Requirements: Education
Bachelor's degree in Business Administration, Operations Management, or a related field.
Experience
5+ years of experience in process improvement, operations, or a related role. Experience in customer support is highly desirable. Experience working with and presenting to a wide range of stakeholders, ranging from operations associates to VP level leaders. Ability to travel internationally to meet with stakeholders and partner teams.
Skills and Competencies
Strong analytical and problem-solving skills. Proficiency in process mapping and workflow optimization tools (e.g., Visio, Six Sigma) as well as presentation tools (e.g., MS Power Point and Word) Exceptional project management skills, with experience using project management and issue tracking tools (Jira). Excellent verbal and written communication skills, with the ability to present complex information in a clear and concise manner. Excellent communication and interpersonal skills to influence and collaborate across teams, including senior leadership. Proven ability to lead change management initiatives. A history of data-driven decision making and strong analytical skills. Commercial acumen and a demonstrated experience in driving business KPIs through strategic thinking.
Preferred Qualifications
Certification in Lean, Six Sigma, or related methodologies. Experience in a fast-paced, customer-centric organization. Familiarity with CRM and support tools such as Genesys Cloud, Salesforce or Zendesk. A passion for collectibles or limited-edition products, ideally sports-related.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
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