Process Manager - Customer Operations

Narvar is growing! We are hiring a Process Manager to drive our operational efficiency across a variety of functions. You are a person who is self-motivated, curious, and goal-oriented. You get to work with teams across our Customer organization and will report directly to our Head of Customer Operations.

Process Manager will be responsible for driving operational excellence and service process optimization and standardization across the Customer organization.  This individual will be our internal expert on how to maximize the outcomes of our customer-facing teams. You will work collaboratively to gain a deep understanding of current processes, identify improvement areas, and gain alignment on the approach and goals for initiatives identified. Outcomes will be directly tied to core KPIs of the business including (but not limited to) customer satisfaction and retention. 

This role is perfect for someone who has deep expertise in process mapping and lean principles, and enjoys problem-solving in a cross-functional, fast-paced environment. 

Day-to-day

• Evaluate existing business processes across functions such as customer success, professional services and customer support.
• Provide innovative ideas to optimize internal metrics, and insure process improvement initiatives are aligned with the organization's goals and objectives
• Outline business process improvements and expected results of the changes.
• Effectively utilize or create tools to design and share process maps, procedures and instructions
• Coordinate and gain alignment on process improvement strategies with internal stakeholders.
• Oversee all aspects related to the rollout of process improvement initiatives.
• Analyze and monitor implemented changes to insure goals are being met, and adjust as needed
• Development of dashboards to socialize results, monitor adherence and drive ongoing decision making
• Help develop/ update and document procedures and policies impacting our teams.
• Perform ongoing analyses on business processes related to productivity, quality, costs, and time management.
• Present progress reports and integrate feedback from stakeholders.

What we’re looking for

• 5+ years experience in business process management in operations, customer support, customer success or related fields (preferably SaaS environment)
• Strong communication skills, including ability to synthesise key challenges, recommendations and findings for a variety of audiences
• Exceptional analytical and problem-solving skills; demonstrated ability to work through ambiguous problems
• Highly organised and collaborative; able to work with cross-functional stakeholders and multiple deliverables at any given time
• Self-motivated, curious and rapid learner 
• Master’s degree (operations specialisation will be a plus)
• SaaS, B2B experience a must
• Six Sigma, PMP certification preferred

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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