About the Role

The Operations & Process Improvement Manager will be responsible for designing, documenting, governing and continuously improving operational processes. The role includes working closely with cross-functional teams to ensure workflows are followed correctly, identify where processes are breaking down or slowing the team and drive practical improvements that support operational efficiency and outcomes.

This role is ideal for someone who's analytical, detail-oriented and comfortable working across teams to solve operational problems.

Key Responsibilities

Process Documentation & Mapping

• Maintain and update process documentation covering lead capture, outbound lead generation, SDR qualification, lead delivery and refund/rejection handling.

• Create clear process maps, SOPs, and playbooks that teams can easily reference.

• Document handoff points, escalation paths and decision rules between each team including Lead Gen team, SDR managers, QA, RO and the Lead Delivery team.

• Maintain a change log so that process evolutions are traceable and auditable.

Adherence Monitoring & Flag-Raising

• Support the definition of clear checkpoints for each process (e.g., qualification criteria, lead-routing rules).

• Conduct regular audits and spot-checks across workflows to catch gaps early.

• Raise structured flags with evidence, severity grading and recommended owner whenever a gap between defined process and actual practice is identified.

• Produce a weekly Process Health Report summarizing adherence rates by team and function, open flags and trends over time.

Process Improvement & Redesign

• Support improvement initiatives (using structured approaches like Lean or Six Sigma where useful) to address process gaps identified through audits or efficiency analysis.

• Work with SDR, Vendor Success, Partnerships, and Marketing teams to improve qualification, routing, onboarding and quality-control steps.

• Pilot improvements in a controlled scope before full rollout; define success criteria and measure results against them.

• Update all affected SOPs, playbooks, and training materials following each process change.

Reporting & Continuous Improvement Culture

• Produce a monthly Process Performance Report for senior leadership covering adherence rates, efficiency KPIs, improvement initiatives status and flag resolution progress.

• Foster a culture of continuous improvement across the operation - facilitating retrospectives, encouraging process feedback from frontline teams and recognizing adherence and improvement efforts.

• Track the ROI of completed improvement initiatives (e.g., reduction in refund rate, improvement in delivery SLA, reduction in lead-handling cycle time) to demonstrate operational value.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Project Management or a related field.

• 3–5 years of experience in operational excellence, business operations or process governance.

• Experience in B2B operations, lead generation, sales operations, client fulfillment or customer operations is preferred.

• Strong knowledge of process mapping, SOP development, workflow documentation, and process governance.

• Familiarity with Lean, Six Sigma, DMAIC or other continuous improvement methodologies is preferred.

• Excellent analytical, problem-solving, stakeholder management and communication skills.

• Proficiency in Microsoft Excel and process documentation tools; experience with CRM systems and AI Automation is an advantage.