Senior Lead Process Management

📋 Description

• Lead, mentor, and coach a team of Senior Care Operations Managers.
• Define the long-term vision and strategic roadmap for after-sales Care Operations.
• Manage team capacity and execution of complex CX improvement projects.
• Own the after-sales Customer Experience across the company.
• Set customer-first process design standards for new features, policies, and products.
• Oversee analysis of help requests, CSAT/NPS, and operational data to identify pain points.

🎯 Requirements

• 7+ years in Operations/CX/Process Improvement/Program Management in high-growth tech.
• 3+ years leading and managing a team of analytical specialists or process managers.
• Expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma a plus).
• Deep experience with Customer Support tooling and automation (Intercom or similar) and leveraging AI Agents.
• Strong analytical skills using data (SQL, Tableau) to drive prioritization and measure impact.
• Fluency in English; other languages a plus; strong cross-functional collaboration.

🎁 Benefits

• Hybrid work: 2 remote days per week, 1 remote week per quarter, 3 flex days.
• Mission-driven culture with career development in a fast-paced environment.
• Employee Resource Groups, mentorship, accessibility policies, and training.
• Diversity, equity, and inclusion embedded in our DNA.
• Reasonable accommodations available for interviews.