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The mission of the Operation Excellence Manager is to drive continuous improvement and innovation across Snapp’s operations by identifying inefficiencies, designing and implementing impactful process improvements, and ensuring that operations teams are empowered with the right tools and methodologies to deliver maximum efficiency, quality, and customer satisfaction.
This role acts as a bridge between business needs and process solutions, ensuring measurable improvements in performance, scalability, and cost-effectiveness.
What You’ll Drive Forward
To achieve A-level performance, the Operation Excellence Manager must deliver the following outcomes:
Operational Improvement Projects: Successfully lead and complete at least 3–5 high-impact operational improvement projects per year that directly reduce costs, increase efficiency, or enhance customer/driver satisfaction.
Process Optimization & Standardization: Analyze, redesign, and implement optimized processes and workflows across key operational areas, ensuring consistency, transparency, and scalability.
Stakeholder Alignment: Establish and maintain strong cross-functional collaboration with stakeholders in Operations, Product, and Tech, ensuring alignment and timely delivery of improvement initiatives.
Process Visibility & Documentation: Build and maintain transparent documentation and reporting frameworks that provide leadership with clear visibility into operational bottlenecks, improvement areas, and project ROI.
Change Management & Adoption: Ensure that implemented improvements are successfully adopted by operations teams and integrated into daily workflows without regression in service quality.
Measurable Impact: Demonstrate quantifiable improvements such as reducing ticket resolution time, cutting operational costs in targeted processes, or improving agent/driver satisfaction metrics in pilot areas.
(Familiarity with AI-driven tools, automation systems, or data-analysis methods is considered an advantage but not a requirement.)
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Operations Excellence Manager |
