Manager - Customer Success
3 weeks ago
The Role:
In this role, you'll leverage your expertise to champion the customer and agent voice in process development & enhancement, product enhancement. You'll become a customer and agent journey expert, translating their needs into actionable strategies that elevate the overall experience.
Roles and Responsibilities:
Deep Dive into Products & Processes: Conduct thorough product reviews to understand functionalities, limitations, and potential impacts on processes Analyze existing processes in detail, identifying handoffs, redundancies, and pain points for agents, merchants, and Merchants Leverage data analysis to pinpoint process bottlenecks and areas with high error rates Process Improvement Visionary: Develop a clear vision for simplifying linear processes to enhance efficiency and user experience Identify opportunities to break down complex processes into clear, manageable steps for front-line agents and merchants Champion the adoption of user-centric design principles in process optimization initiatives Collaborative Change Agent: Build strong relationships with product, engineering, and design teams to understand product roadmaps and development cycles. Collaborate proactively with stakeholders to identify opportunities for process improvement during product development stages. Effectively negotiate timelines and advocate for changes that benefit user experience and operational efficiency. Championing Simplicity: Develop and implement process improvements focused on user-friendliness for front-line agents and merchants. Design clear and concise communication materials (e.g., training materials, flowcharts) to support simplified processes. Advocate for Merchant-centric solutions by translating complex processes into easy-to-understand steps for end-users. Continuous Improvement Leader: Implement process improvement methodologies (Six Sigma, Lean) to identify root causes of issues and develop data-driven solutions. Manage and track process improvement projects, ensuring timely completion and adherence to goals. Measure the impact of process improvements through KPIs, demonstrating the return on investment (ROI) of your initiatives. Develop a Deep Understanding of Merchant Problems: Conduct user research (surveys, interviews, usability testing) to identify Merchant pain points and unmet needs. Analyze Merchant support data to understand common Merchant frustrations and challenges. Partner with Merchant success teams to gain insights into real-world Merchant experiences. Advocate for a Merchant-Centric Product Roadmap: Translate Merchant problems and needs into actionable product requirements. Collaborate with product managers to prioritize features that address the most critical Merchant issues. Champion the voice of the Merchant within the organization. Data-Driven Decision Making for Optimization: Monitor and analyze product usage data to identify areas for improvement and track the impact of changes. Leverage data analytics to measure Merchant satisfaction and product performance metrics. Translate data insights into actionable recommendations for product optimization.
Qualifications
In addition to the Process Excellence Specialist qualifications, you will also need:
8+ years of experience in a process improvement leadership role Proven track record of success in leading and managing process improvement projects. Strong leadership and team management skills.Excellent communication, presentation, and negotiation skills. Preferred certified Black Belt/Green belt Six Sigma, Lean MethodologyThis role is ideal for a highly motivated and results-oriented professional who is passionate about process improvement and driving organizational change.
By taking on this leadership role, you will have a significant impact on the organization's efficiency, productivity, and overall success.
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