Operational Excellence Senior Manager
Superside
Product & Project Management
Remote (Work From Home) Full Time

IT & Telecoms ₵ Confidential

New
3 days ago

Job Summary
We are looking for a craft-minded, innovation-oriented, entrepreneurial soul to take on the role of Operational Excellence Senior Manager at Superside.

Minimum Qualification: Degree

Experience Level: Management level

Experience Length: 5 years

Job Description/Requirements

What You'll Do:

Develop and own your team of talented professionals to optimize our operations for success and growth and to foster an incredible Supersider experience

Define target service level for our customers and work with other functions to continuously improve it; use analytics to identify the optimal time of reply to our customers, the optimal number of messages

Define the optimal experience for our Supersiders, including the perfect collaboration among teams

Support the definition of incentive schemes aimed at optimizing our... customer service level and collaboration among teams and be at the forefront of their calculation, together with other stakeholders

Identify and deploy main KPIs to track the performances of our Creative Project Managers and Creative team at the project delivery level, including identifying links and trends linked to our main business goals

Support Team Leaders and Directors in developing improvement plans for their teams, including suggestions for training, capacity management

Foster a data-based and analytics-driven operational performance culture together with our awesome Data team and other teams in operational excellence

Capture learnings and training, capture learnings and make them useful for Supersiders everywhere, and where helpful, help our Learning and Development team design training to address understanding gaps or support innovations

Be the main point of contact for change management for the operational excellence team, making sure that changes are understood, successfully deployed and linked to tangible KPIs

Continuously improve our Project Support Operations process to foster effectiveness and efficiencies

Continuously improve our Data gathering process to foster automation and effectiveness

Constantly innovate, execute, and seek out the areas in our operations where we could make a huge impact on our speed, efficiency, and/or quality, designing and implementing innovations to make it happen while championing this mindset to all of Superside

Support our other teams on experience-based process design, working with our Talent, Creative, and Tech teams to support their initiatives using your learnings from operational excellence

What You'll Need To Succeed:

5+ years of experience working in rapidly scaling start-ups with decentralized operations - additional experience in a top-tier consulting company is preferred

Strong skills (e.g. SQL, Redash, Python, R..) and passion for building a data-driven future of work

Excellent English verbal and written communication skills

Bias for action, process orientation and strong execution ability

Amazing stakeholders management skills

A strong competitive drive to move things forward

Ambition and curiosity to grow yourself and the company

Excellent people leadership and development skills

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Accra Ghana

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