Process Excellence Manager
Smart Joules (company site, opens in a new tab)4–8 yrsPuneOn-siteDirect career pageEst. 10–18 LPA
Posted on 26 Sept
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Job description
Structured overview of role & requirements
About This Role
- Develop, embed, and scale process improvements using lean methodologies and AI-based automation across multiple business units.
- Lead change management, training, and adoption efforts to drive measurable improvements in customer satisfaction (CSAT, NPS) and operational metrics.
- Partner cross-functionally to govern customer success frameworks, monitor adoption metrics, and build internal capabilities with AI-enabled tools and process playbooks.
Minimum Requirements
- 4 to 8 years of experience in process improvement, operations management, or customer success enablement roles.
- Graduation degree required (any discipline).
- Experience with lean methodology, process automation (RPA, AI), and customer success metrics (CSAT, NPS).
- Preferably exposure to operations-heavy industries such as energy, infrastructure, manufacturing, or tech-enabled services.
Ideal Candidate Profile
- Experienced in driving cross-functional adoption and influencing teams in ops-heavy environments.
- Proficient in data tracking and analysis of adoption KPIs and customer metrics through dashboards.
- Capable of leading organizational change management and building customer-first process cultures leveraging AI and automation.