Process Excellence Manager
3 days ago
Supertails is on a mission to redefine pet care through innovation, empathy, and efficiency. We are seeking a Process Excellence Manager who will play a pivotal role in shaping customer experience, driving
automation, and building scalable systems that reduce manual dependency.
This role requires a strategic thinker with strong execution skills, deep understanding of e-commerce
ecosystems, and the ability to stay ahead of emerging AI functionalities to keep Supertails at the industry
forefront.
Key Responsibilities
1. Customer Experience & Support Excellence
● Own and optimize customer interaction channels (calls, chats, emails) to deliver faster, empathetic,
and more consistent support.
● Identify bottlenecks in customer journeys and lead cross-functional initiatives to resolve them.
● Build robust order-to-contact processes, ensuring seamless handoffs across supply chain, product,
operations, and support.
2. Automation & AI-Driven Transformation
● Lead automation initiatives across support and operational functions to minimize manual effort and
reduce human dependency.
● Stay ahead of the curve on AI-driven tools and functionalities; identify and deploy cutting-edge
solutions that keep Supertails differentiated in customer experience.
Collaborate with product and technology teams to co-create scalable automation frameworks
integrated into core systems.
3. Process & Ecosystem Building
● Design and implement standard operating procedures across customer and supply chain
touchpoints.
● Develop scalable process ecosystems that enable sustainable growth while ensuring consistency in
service quality.
● Drive adoption of continuous improvement practices (Lean, Six Sigma, Kaizen) to achieve
operational excellence.
4. Insights & Strategy
● Use data and analytics to measure impact, track KPIs, and surface actionable insights for leadership.
● Partner with product, supply chain, and business teams to ensure process improvements align with
organizational goals.
● Anticipate future needs of the e-commerce ecosystem and proactively design solutions that
enhance agility and competitiveness.
Requirements
● 3–7 years of experience in process excellence, customer experience, or operations roles in an
e-commerce, technology, or consumer-facing business.
● Strong understanding of e-commerce supply chain, order-to-contact workflows, and customer
support ecosystems.
● Proven ability to design and scale automation and experience with AI tools and digital
transformation projects.
● Strategic thinker with hands-on execution capability; able to balance long-term vision with
immediate business needs.
● Analytical, data-driven, and adept at using insights to influence decisions.
● Excellent collaboration skills with proven success working with product and technology teams.
● Exposure to continuous improvement methodologies is a plus.
Why Join Us
● Lead transformative projects that directly shape the future of customer experience in a fast-growing
pet care brand.
● Work at the intersection of operations, technology, and product innovation, with high leadership
visibility.
● Be part of a mission-driven team that values innovation, ownership, and impact.
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