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Senior Continuous Improvement Manager
hace 3 meses
We are TravelPerk:
a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.
Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.
Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired.
We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.
TravelPerk are innovators.During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team.
From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come inIf you're ready to take off with us, keep reading
We are looking for a Continuous Improvement Senior Manager to create a systematic, end-to-end methodology to deliver a pipeline of opportunities and execute on them, as a way to follow a trajectory of growing operational capabilities and efficiency.
You will build and lead the Continuous Improvement function and introduce new ideas and ways of working, connecting with all stakeholders in the department.
What you will do:
Outcomes
After the first 2 months in the role:
- You are well familiarised with the operational performance of the CC teams and processes, the internal dynamics, and the challenges teams face
- You have mapped the team structure and operating model required to drive continuous improvement in Customer Care
- At the same time, from your experience, you are already looking for areas of improvements
- Build the Continuous Improvement team and operating model from scratch
- Set in place an assortment of methodologies and procedures for teams to generate a virtuous cycle in operational performance
- Sharpen the culture of delivery, impact tracking and iteration, engaging agent teams and other functions into the change culture
Responsibilities
- Design and build an operating model based on Continuous Improvement principles including tools such as Six Sigma and Kaizen
- Perform detailed analysis on operational issues with the aim to reduce complexity and increase efficiency
- Recommend innovative ways to facilitate changes to products, processes and policies impacting customers
- Define key customer journeys, journey KPIs and oversight of journey management activities
- Map, understand and build business cases to improve customer journeys and agent journeys
- Identify, design and lead comprehensive execution plans for supporting customer experience improvement initiatives, including partnering with Product throughout the requirements, design, deployment and postlaunch stages of a project
- Partner with crossfunctional teams to problem solve and ensure productive communication and implementation of processes, ensuring teams have identified detailed scenarios and use cases, making sure all correspondent risks have been identified and evaluated and solutions are properly selected from a customer support perspective
- Identify and prioritise improvement opportunities and build business cases, aligning with other departments and the broader company objectives
- Coordinate the progress and execution and audit complete completed projects, partnering with a Finance business partner to validate the impact of internal transformation projects to help CC deliver on its objectives
- Provide input for the Strategy function to articulate the direction of travel
- Understand and demonstrate TravelPerk's core values and leadership principles
- Carry out supervisory and management responsibilities in accordance with the organisation's policies and procedures
- Shape the direction of the team, keep them focused and motivated to deliver the right results in an everchanging business environment
What you will need:
- Significant experience and seniority, gained over 7+ years of honing knowledge and skills in a continuous improvement role in a customer service operation
- Demonstrated ability managing and developing large highperformance teams of associates/leaders is required
- Experience in operational projects to increase quality and efficiency
- Demonstrated knowledge of customer experience systems and best practices
- Strong project management skills, including definition of milestones, task management, coordination of resources, communication of deliverables, and coordination and management of stakeholders
- Experience managing a project portfolio
- Experience creating and presenting investment cases and benefits realisation proposals
- Strong business acumen with an ability to understand the direction and goals of the business
- Strong
