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 Responsibilities2. Structural Demand Reduction3. Quality & Governance Ownership4. Employee Experience Enablement5. Cross-Functional ImprovementCore KPIs Owned
Experience
- 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.
- 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.
- 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.
- 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.
- 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.
- CPGO
- CRR
- CSAT (quality-driven impact)
- QA Score & QAA
- AI Deflection Rate (AI-DR)
- BO Escalation Rate
- Process Fix Impact
- 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
