Overview

The Operational Excellence Manager is responsible for designing, documenting, governing, and continuously improving operational processes across the lead generation, qualification, and delivery lifecycle. The role ensures that all workflows are standardized, scalable, and consistently followed while identifying opportunities to improve operational efficiency, quality, and customer outcomes. Working cross-functionally with SDR, QA, Revenue Operations, Lead Delivery, Partnerships, Marketing, and Vendor Success teams, this individual will establish process governance, monitor adherence, lead process improvement initiatives, and ensure operational excellence through data-driven decision-making.

Responsibilities

• Process Documentation & Mapping: Own and maintain a centralised Process Library covering every operational stage: inbound lead capture (website), outbound lead generation across all channels (Email, SMS, PPC, AI, Channel Partner, SaaS, LC...