Senior Operations - Process Excellence

Some high-impact responsibilities you will be entrusted with:

Fixing the System

• Identify inefficiencies, bottlenecks, and failure points across Operations workflows.
• Redesign processes to improve speed, quality, and predictability.
• Introduce clear standards, SLAs, and success metrics across operational flows.
• Reduce dependency on manual work, tribal knowledge, and ad-hoc problem solving.
• Build and implement operational efficiencies, working closely with Product and Engineering - not just identifying issues, but driving solutions through to execution.

Driving Measurable Improvement

• Use data to diagnose root causes behind delays, quality issues.
• Translate insights into concrete improvement initiatives - not reports.
• Track impact and continuously refine processes based on outcomes.
• Raise the overall operational maturity of the function.

Working Cross-Functionally

• Partner closely with Product and Tech to design and build tooling, automation, and system support for Operations.
• Work with Commercial and Account Management teams to ensure operational processes support business and customer outcomes.
• Act as a connector between frontline execution and strategic priorities.

Making Change Stick

• Lead the implementation of new processes and ways of working.
• Ensure changes are adopted and sustained - not just rolled out.
• Influence and guide teams to deliver outcomes, without being a day-to-day people manager.
• Step in where needed to unblock progress and move things forward.

Raising the Bar

• Bring external best practices and challenge how things have always been done.
• Proactively identify opportunities to simplify, automate, and scale.
• Build solutions that allow Operations to grow without adding unnecessary complexity.

What you will need to have:Experience

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• 5+ years of experience in Operations, Process Excellence, Operational Strategy, or similar roles.
• Demonstrated success driving process improvements in complex, high-volume environments.
• Experience working closely with Tech, Product, or Data teams.
• Exposure to regulated or operationally complex environments (e.g. insurance, financial services, shared services) is a plus.

Skills

• Strong analytical and problem-solving capability; comfortable using data to drive decisions.
• Hands-on experience with process optimization and continuous improvement.
• Ability to design scalable solutions, not just short-term fixes.
• Comfortable operating in ambiguity and building structure where it doesnt exist yet.
• Nice to have: experience working with Salesforce (or similar CRM / workflow systems) to support operational reporting, workflow design, or efficiency improvements.

Mindset

• High ownership and initiative - you dont wait to be told what to fix.
• Outcome-focused and pragmatic: you care about results, not perfect slides.
• Comfortable influencing without formal authority.
• Curious, direct, and not afraid to challenge the status quo.