Narvar - Process Manager - Customer Operations

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 ensure 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 ensure 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 the 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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