Operations Process Improvement Manager

6 days ago

Melbourne, Victoria, Australia Reebelo Full time

**Create The Circular Economy With Us**

We are looking for a hands-on Operations Process Improvement Manager who can improve Reebelo's customer service and operations through a highly data driven / analytical lens to identify process improvement opportunities and automations to deliver efficiency across the company, our vendors and best in class customer experience. This includes working directly with customer service, logistics and cross functionally with vendor management, finance and product development teams. You will be reporting directly to our company's COO and work together with a highly motivated team globally.

**Create The Circular Economy With Us**

**Your typical day may include**:

- Detailed analysis across the full customer journey to understand and highlight optimisation opportunities.
- Recommend automations and process changes and automations to drive efficiency internally and externally for Reebelo, customers and vendors.
- Contribute to the platform product development through creation of new feature specifications, testing and validating new platform features
- Project management and reporting across operations projects to ensure on-time delivery and accountability.
- Communicating with senior managers about the status of projects and providing updates on progress
- Evaluating the success of process improvements by monitoring metrics such as customer satisfaction, Resolution times, CS Productivity, CTOR, single touch tickets, customer self service rates, and complaints from customers
- Continuous analysis of CS and operations data regarding vendors on Ops / Quality / Processes related topics in conjunction with the Vendor/BD management team.
- Own all processes documentation and ensure it is up to date at all times
- Coordinate / project manage the roll out of new processes and system changes within operations. This includes ensuring testing, training materials, and training is coordinated internally and externally with vendors as needed.

**We'd love to have a connect with you if you have**:

- Minimum 5 years experience in eCommerce process improvement / operations / process analysis roles or equivalent
- Strong understanding of customer service and operations data / metrics
- Based in Australia or US, business fluent in English.
- Familiar with Lean Six Sigma, Agile methodologies or Business Process Reengineering (BPR)
- Bachelors degree in business or equivalent education
- Previous startup or e-commerce marketplace experience a big plus
- Zendesk (or similar ticketing systems) experience / automation is a big plus
- A solid team-player who can grow & motivate a team
- A strong focus on Customer Satisfaction

**What we offer**:

- Competitive remuneration package
- Hybrid work model (2x per week)
- Team events & a great culture
- Work from any of our offices for a couple of months/year (San Mateo, Miami, Toronto, Melbourne, Auckland, Singapore, Kuala Lumpur, Hong Kong - and more to come)
- Ability to impact and influence business growth
- Birthday leave: Enjoy some you time

**

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