Operational Excellence Manager

  • Full-time
  • Role type: Individual Contributor
  • Department: Customer Support
  • Division: Fitness & Wellbeing

Company Description

Take a seat on the Xplor rocketship and join us as Operational Excellence Manager to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

At Xplor we help businesses succeed by giving them the software, payments and commerce-enabling solutions they need to thrive. We know our clients and partners because we once were our clients. We understand their industry, customers and unique goals, so that we can help them overcome obstacles and leave a lasting legacy.

Job Description

The Operational Excellence Manager will take the lead on projects which drive incremental improvements across the Operational Excellence (OE) pillars. Reporting to the Head of Operational Excellence Activities will include delivering high quality operational changes that create best in class customer experiences, drive process efficiencies, improve ways of working across different teams & support building people capability.

The role will also be expected to work cross functionally to support transition to and adoption of transformational change & new technologies. Designing & delivering projects to improve the UK Salesforce instance will be a priority for the role in order to meet the strategy of managing full end-to-end customer journeys using this technology.   

Communications & engagement across key stakeholder groups is essential, ensuring that the right people are involved to make OE improvements effective and of high quality.  

The role will also be responsible for supporting and presenting our delivered measurable value add & future transformation strategy, ensuring the value of OE is well known & understood.

Following and being an advocate of governance & controls will be essential, you will be expected to understand & promote the OE framework for identifying, prioritising and delivering improvements.  

What you will do:

  • Work cross functionally to identify & deliver improvements to the customers end-to-end journey, always striving to build automation via Salesforce.
  • Use OE expertise & leverage data to drive continuous improvement in areas such as operations, technology & customer experience, proactively addressing problem areas.
  • Re-engineer processes to drive efficiency, increase productivity and enhance the quality of our service for customers & consumers.
  • Work collaboratively with the operations and other key teams to drive operational process & Salesforce improvements that have tangible benefits for colleagues & customers.
  • Identify priorities and execute improvement projects with the objectives of driving measurable improvements in financial or other metrics. 
  • Create OE project business cases to justify a return on investment & then work with Finance to measure and realise OE project benefits
  • Manage OE project deliverables, identify, escalate & mitigate issues and risks
  • Communicate progress by updating senior management & stakeholders on progress against plan on a regular basis
  • Provide OE project status reports and contribute to monthly business results reporting
  • Translate business strategies and imperatives into project opportunities.

Qualifications

  • Pro-active, consistently seeking new ways of working through problem solving.
  • Excellent planning, organisational, communication and time management skills
  • Good understanding of the contact centre industry
  • Track record of delivering projects on time, to quality and budget
  • IT literate
  • Experience mapping business processes and/or conducting investigation fact finds
  • Enthusiastic, self-motivated and work well under pressure
  • Experience of running virtual teams and managing in a matrix environment
  • Experience of having delivered against clear strategic vision and the ability to stay focussed on the business goals is critical
  • Strong communication & stakeholder management skills
  • Highly analytical and customer focused
  • In-depth knowledge of Salesforce systems & experience of running Salesforce development projects is essential 
  • Have or be willing to work towards a recognised project qualification such as APM or Prince2

Additional Information

All your information will be kept confidential according to EEO guidelines.

To learn more about us and our products, please visit www.xplortechnologies.com/gb/careers.

Please also check out our Candidate FAQs for more information about our recruitment process https://www.xplortechnologies.com/us/recruitment-faqs.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

We’re committed to replying to each application and look forward to getting in touch with you soon.

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