Operations & Process Improvement Manager

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 ...