Operational Process Improvement Specialist
5 days ago
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture a significant market share globally – we are growing rapidly and would like to add a new member to our team. You will join a group of highly motivated individuals to help us grow Phorest faster.
The OpportunityWe are seeking a strategic Operational Process Improvement Specialist to drive operational excellence across our customer onboarding journey in the North American region. This key role will lead the development and execution of our onboarding process strategy, ensuring seamless customer transitions and exceptional experience. You will manage a specialized team of two Data Migration Analysts and one Feature Activation Specialist, optimizing processes and driving continuous improvement. The successful candidate will focus on achieving key metrics while enhancing process efficiency and customer satisfaction for our North American clients.
You will be responsible for developing and monitoring process controls while conveying a sense of ownership of the team's operational processes. You will drive increases in productivity and cost efficiency across the onboarding process, identify opportunities for eliminating non-value activities, and effectively manage relationships with senior stakeholders to resolve operational challenges. This role reports to the Head of Customer Success North America and works closely with the Onboarding Manager to ensure alignment and seamless execution.
What You'll Do- Own and develop the onboarding process strategy, driving productivity improvements and cost efficiency while managing medium complexity projects focused on eliminating non-value add activities.
- Design and implement high-level operational process improvements, effectively analyzing data to test hypotheses and provide insights that influence decisions.
- Lead and develop your team of Data Migration Analysts and Feature Activation Specialist, fostering a culture of excellence and continuous improvement.
- Manage key operational metrics including migration success rates, feature activation timelines, and process efficiency, using data-driven insights to drive performance enhancements.
- Collaborate with global counterparts to understand the operational environment and to improve operational performance and quality.
- Effectively identify and automate or transition rule-based work to data entry teams when appropriate, driving performance optimization and resolving operational and process issues of medium complexity.
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