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Business Process Optimization Manager
3 months ago
Business Process Optimization Manager - Sales & Service
Welcome to Article, where we have been transforming the furniture sector since 2013. As the Business Process Optimization Manager - Sales & Service , your role will be pivotal in enhancing the productivity and effectiveness of our Sales and Service divisions through strategic oversight and ongoing enhancement initiatives.Your Mission:
You will spearhead operational excellence across our Sales and Service functions, which include Customer Care, eCommerce, B2B, and Interior Design. Your leadership will empower our teams to elevate customer satisfaction and refine processes, ensuring we consistently achieve and surpass our performance objectives. With your strategic foresight and analytical expertise, you will be instrumental in cultivating a culture of innovation and high achievement, ultimately driving our organization's success and expansion. Why Choose Article? As a member of Article, you will enjoy a significant degree of autonomy to tackle complex, meaningful challenges in the most effective manner. You will be trusted to explore solutions that you believe will yield the best results. This is an opportunity to grow your skills within a company that is redefining the furniture landscape.
About Our Team You will lead a team of 4, including a Continuous Improvement Specialist, Senior Systems Specialist, Customer Care Coordinator, and Business Operations Analyst. Our team is high-performing and stable. This position is Hybrid, requiring a minimum of 3 days in the office each week, with flexible scheduling. Department: Customer Care | Employment Type: Permanent - Full Time | Location: Vancouver | Workplace Type: Hybrid | Compensation: $100,000 - $110,000 / year
Key Responsibilities:
Collaborate closely with the Managers of Customer Care, eCommerce, B2B, and Interior Design, along with the Director of Sales & Service. Foster a culture of continuous improvement and high performance to maximize efficiency and effectiveness within the Sales and Service teams and across the organization, including Logistics, Marketing, and Creative teams. Provide expert consultations to the Sales & Service Leadership teams, supporting the design and implementation of new or enhanced Standard Operating Procedures (SOPs) and policies, while leading continuous improvement projects and change initiatives. Identify opportunities to enhance customer service quality through innovative and continuous improvement strategies, collaborating with cross-functional teams to implement necessary enhancements. Utilize continuous improvement methodologies (business analysis, change management, project management) to deliver measurable process improvement initiatives. Oversee projects from initiation to completion, including the creation of Investment Briefs, requirements gathering, and documenting cross-functional capacity demands, ensuring a seamless transition to Article's Project Management Office (PMO) for project execution. Lead cross-functional workgroups to drive initiatives forward. Provide options and impact assessments to stakeholders and decision-makers, accompanied by clear recommendations. Plan, maintain, and mitigate risks for all projects/workstreams. Cultivate strong relationships with cross-functional partners to continuously develop and refine processes, ensuring new standards are understood and integrated into project execution. Develop comprehensive technical project plans, configure essential technology components, and ensure a smooth transition from pilot to daily operations. Research and devise strategies to enhance process implementation, leading cross-functional partners in the discovery and development of processes. Analyze and refine operations, SOPs, and workflows, reviewing datasets to identify trends, derive insights for decision-making, and provide recommendations to stakeholders. Collaborate with direct reports to create innovative customer experiences (e.g., AI-supported agents, video chat, conversational AI Help Centre) and work with stakeholders to conduct A/B testing as needed.Qualifications:
5+ years of experience in business process improvement or continuous improvement projects at an expert level. 3+ years of experience leading business transformation initiatives. Lean Six Sigma or equivalent process improvement certification is required. PROSCI or ADKAR certification in change management is a plus. Strong understanding of eCommerce and Customer Service dynamics. 5+ years of progressive experience in a Customer Service-focused environment. Proficient in Process Design, Process Improvement, Process Performance Management, Systems Thinking, and developing relevant KPIs. Exceptional analytical and quantitative problem-solving abilities. Experience in Standard Operating Procedure (SOP) development, including the design and significant updates to existing SOPs, along with labor standard development/time study support. Legally authorized to work in Canada. Successful completion of a criminal background check.Benefits:
Life: 20 days of vacation* 6 well-being (sick) days 1 Inclusion and Diversity Day Hybrid work arrangement with 3 days in the office Option to work remotely (anywhere in the world) for up to 3 weeks 4% RRSP matched contributions through Wealthsimple Total Health: Comprehensive extended health and dental benefits packages $1000 health/lifestyle spending account* for your overall physical and mental well-being TELUS Health App for Mental Health Assistance/Counseling and Virtual medical appointments Office Space: The Article HQ features a converted warehouse with an open layout, allowing you to work from an Article sofa, collaboration spaces, or a private meeting room Standup desks available upon request Well-stocked kitchens with snacks, premium coffees, and teas (and all types of milk) Onsite fitness equipment, changing rooms with showers (towel service), and secure indoor bike storage A dog-friendly office policy for well-behaved, socialized pets Extra: 45% discount (15% for friends and family) on our entire product range *ProratedThe expected salary range is $100,000 to $110,000. Actual base pay may exceed this range based on various factors, including transferable skills, training and certifications, work experience, business needs, and market demands.
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