Senior Process Excellence Manager - Customer Success Ops

Summary

Join Pennylane's Strategy & Ops team and drive impactful change within the Customer Success department. You will be responsible for proposing and implementing efficient, scalable solutions to enhance team productivity and streamline operations. This involves analyzing processes, suggesting improvements, and managing projects to optimize workflows and improve customer satisfaction. The role requires strong project management skills, analytical abilities, and excellent communication. You will collaborate with various teams, including Tech and Data, to achieve Pennylane's ambitious growth plans. The company offers a dynamic, collaborative environment with numerous benefits, including a competitive compensation package and opportunities for professional development.

Requirements

• Experience in transformation and productivity improvement through the implementation of IT systems
• Natural curiosity and a desire to make a real impact: strong listening and observation skills
• Complete project management experience: problem understanding and analysis, scoping, prioritization, planning, progress monitoring, collaboration with all stakeholders, change management, communication
• Ability to both go into detail and step back and analyze
• Business mindset
• Excellent communicator (oral and written), ability to explain a problem simply
• Speak English (level is evaluated and appreciated according to the department you are applying for)
• Enjoy working in a constantly changing environment
• Make collaboration a priority within your team or with other stakeholders
• Have enough perspective to prioritize high-impact business actions in your daily work

Responsibilities

• Be the driving force behind transformation: observe, listen, question, challenge the status quo, and constantly suggest improvements and ways to reduce time spent on administrative tasks. Anticipate future growth and document changes
• Implement identified improvements through new information systems, modifications to existing applications, and/or organizational changes. Lead projects within CS, leveraging expertise from other departments like Data, Sales, or Finance. Ensure customer satisfaction, meet deadlines, and monitor performance indicators
• Listen to and observe other departments, take a step back, compare, and develop benchmarks to inform your own thinking
• Implement strong communication and close support for CS teams to help them adopt new work methods (optimal configuration, training, continuous improvement...). Ensure the daily adoption and support of tools and processes
• Provide visibility at the ops and data level: understand the challenges faced by teams at the corporate level to anticipate and understand the impacts on CS

Preferred Qualifications

• Industrial and lean management skills are a plus
• Strong analytical skills (basic SQL, greater mastery is a plus)
• Knowledge of a Customer Support department and the tools Intercom, Zendesk and Salesforce is a plus

Benefits

• One of the best health insurance plans on the market (Alan Blue and Alan Mind)
• Restaurant vouchers (Swile Card)
• Between 6 and 12 additional RTT days in addition to the 5 weeks of paid leave
• The possibility of improving your English thanks to Busuu
• A monthly budget dedicated to all our Pennylaners, encouraging work from home or in a coworking space
• Easy access to our offices, located a few minutes from Saint Lazare in the heart of Paris
• A stock option pool envelope
• Access to 8000 gyms throughout France and more than 300 wellness activities via our partner Gymlib
• A Mac