Process Excellence Manager

Job Description: Process Excellence (PEX) Manager

Location: Coimbatore, India

Employment Type: Full-Time

Role Overview

We are looking for an experienced Process Excellence (PEX) professional with 10+ years of experience to drive operational efficiency, process standardization, and continuous improvement across customer operations. The role will focus on building scalable process frameworks, improving service delivery, and enhancing overall customer experience across multiple support channels.

Key Responsibilities

• Drive end-to-end process excellence initiatives across customer operations
• Design, implement, and govern robust process frameworks and operating models
• Lead continuous improvement programs to improve efficiency, quality, cost, and CX
• Analyze existing processes and identify gaps, risks, and improvement opportunities
• Establish and track KPIs, SLAs, and performance dashboards
• Conduct root-cause analysis and lead corrective and preventive action plans
• Standardize SOPs, workflows, and best practices across teams
• Collaborate with operations, quality, training, and leadership stakeholders
• Support process transitions, scaling, and stabilization for new programs
• Mentor teams and embed a culture of continuous improvement

Required Experience & Skills

• Bachelors degree in Engineering, Business, Operations, or a related field
• 10+ years of experience in Process Excellence, Process Improvement, or Operations Excellence
• Strong experience in customer operations / contact center environments
• Exposure to multi-channel support environments (voice, chat, ticketing/helpdesk)
• Hands-on experience with performance metrics, SLA management, and reporting
• Strong analytical, problem-solving, and stakeholder management skills
• Ability to work in global delivery and fast-paced environments

Preferred Qualifications

• Lean / Six Sigma certification (Green Belt or higher preferred)
• Experience working with offshore and nearshore delivery models
• Exposure to CX transformation, automation, or digital process improvement
• Experience supporting enterprise or global clients.