Process and Operations Senior Manager

What you'll do

• As a Process and Operations Senior Manager, you’ll be at the forefront of the creation of opportunities to optimise within our customer-facing teams. You’ll work with senior leaders across the Customer Operations and Support department to deliver on the strategy and targets within it, and communicate cross functionally with respect to these targets and roadmaps to ensure delivery. 
• You’ll focus on running experiments and analysis that helps to reduce contact propensity, increase automation within our operational processes, and reduce average handling time for customer queries. Your output will be well-defined briefs for either build or process changes, as well as a clearly defined roadmap with the resulting impacts. You’ll do this with our overall mission to support our customers and RAISE the bar for our customer experience in mind. 


• Specifically, you will:


• Understand Departmental Targets: Collaborate with internal teams to understand operational targets such as reducing customer contact propensity, increasing automation in processes, and improving efficiency in terms of Average Handle Time (AHT), and understand how changes in those impact the wider strategy and metrics.
• Explore and Test: Design and execute experiments and/or analysis that explore changes in processes or technical solutions to influence these key metrics. You’ll work closely within the department (specifically with our Content and Comms team) to create mechanisms for up to date customer contact intents and sentiment. 
• Collaborate with Cross-Functional Teams: Lead the ‘operations’ stream within the Core mission to communicate and track build needs. Work closely with Business Analysts (BAs) to create detailed briefs when technical sizings are required, or collaborate with internal teams when process changes are needed. Stay updated on new product and feature changes and potential operational repercussions, and communicate these impacts to the teams in an ongoing manner.
• Size and prioritise Opportunities: Quantify the potential impact of process or technical changes and assist in prioritising these based on business needs. You’ll use recent and backlog findings to suggest a roadmap of build items and help to prioritise these. 
• Record, Analyze, and Present Results: Track the outcomes of experiments, ensuring that findings are documented and insights are shared with relevant stakeholders. You’ll also play a key role in bringing together all departmental insights and metrics for reporting. Finally, you’ll ensure that any improvements created are reflected in the model going forward, and that the operational teams are aware of any changes.
• Remain Customer Centric: All of the above should be considered with exceptional customer service in mind. The role will work closely with customer facing teams to determine the impact on customer happiness and vulnerable customers that any potential changes could have.

Who you are

• You’re passionate about using data and experimentation to drive business improvements.
• You have an analytical mindset and enjoy solving complex problems.
• You are proactive, highly organised, and able to manage multiple tasks and priorities effectively.
• You have strong attention to detail, and you’re comfortable working with data to inform decision-making.
• You enjoy learning new tools and technology quickly to optimise your workflow.
• You’re a great communicator and able to translate insights and recommendations to different teams and stakeholders.
• #LI-CS1

Experience and Skills

• Some experience in a similar role, working in operational teams or with customer service processes.
• Familiarity with tools such as Mixpanel, PowerBI, Figma, or similar platforms is desirable.
• Understanding of A/B testing, experimentation methods, and process improvements.
• Strong analytical skills with a data-driven approach to decision-making.
• Ability to collaborate effectively with cross-functional teams and stakeholders.