Ops Excellence Lead

Job Summary

Job Overview

The Ops Excellence Lead is the optimization engine owner of CXP Operations. This role drives structural efficiency automation quality governance and systemic performance improvement across frontline and back-office operations. The mandate is to reduce structural contact drivers and operational waste while improving quality CSAT and employee experience at scale.

Key Responsibilities

1. Automation & Efficiency Leadership

• Lead automation AI utilization and workflow optimization initiatives.

• Own AI adoption automation roadmap and digital containment improvements.

• Drive measurable reduction in manual effort and operational friction.

2. Structural Demand Reduction

• Own CPGO CRR reduction and structural repeat-contact elimination.

• Reduce BO escalation rate and turnaround time (BO-RT BO-RZT).

• Identify root causes of contact drivers and lead systemic fixes.

3. Quality & Governance Ownership

• Own CSAT (quality-driven component) and Quality Audit Accuracy (QAA).

• Govern SOP framework documentation standards and process integrity.

• Ensure QA consistency calibration and AI-QA validation.

4. Employee Experience Enablement

• Improve employee experience through better tools workflows and knowledge access.

• Lead change management during CRM and AI rollouts.

• Partner with CS Ops to improve performance consistency and reduce operational stress.

5. Cross-Functional Improvement

• Partner with Tech Logistics Commercial and Product to resolve systemic issues.

• Own operational roadmap aligned with company goals.

• Track measurable ROI from automation and efficiency programs.

Core KPIs Owned

• CPGO

• CRR

• CSAT (quality-driven impact)

• QA Score & QAA

• AI Deflection Rate (AI-DR)

• BO Escalation Rate

• Process Fix Impact

Experience

• 2 to 3 years in Operations Excellence / Process Improvement / CXP Operations

• Strong automation and AI exposure

• Advanced data analytics capability

• Experience leading cross-functional transformation

• Lean / Six Sigma mindset preferred

Key Skills

• Administrative Skills
• Facilities Management
• Biotechnology
• Creative Production
• Design And Estimation
• Architecture

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