Manager - Customer experience & Product delivery Audit

Location: Prakāshamnagar

Role Purpose

We are looking for a  strategic, hands-on leader  to drive operational excellence, execution discipline, and continuous improvement across Nxt Wave. As  Manager – Business Process Excellence & Assurance , you'll build data-led, scalable, and efficient processes that strengthen cross-functional performance and enable sustainable growth.

About

The Role

You will lead the  Business Process Excellence & Assurance team , responsible for identifying process gaps, optimizing workflows, and driving measurable improvements across all business functions.

This role requires a mix of analytical problem-solving, stakeholder management, and team leadership — ideal for someone who thrives at the intersection of data, operations, and execution.

Key Responsibilities

Team Leadership & Delivery

Lead and mentor a team of Process Excellence & Assurance Specialists.
Define quarterly roadmaps and ensure timely project execution.
Uphold high standards of analytical rigor, reporting, and communication.

Process Review & Optimization

Conduct reviews across Sales, Product Delivery, Marketing, HR, and Support functions.
Identify inefficiencies, redesign workflows, and track measurable post-implementation impact.
Institutionalize best practices and ensure SOP adherence.

Data Analysis & Insights

Use business data to detect performance gaps, delays, or inefficiencies.
Build dashboards and reports that translate complex data into actionable insights.
Partner with leadership to drive decisions rooted in metrics and trends.

Cross-Functional Collaboration

Work closely with business heads to align priorities and track improvement outcomes.
Represent the function in leadership reviews and ensure project closures.
Document learnings and build standard frameworks for repeatable success.

What We're Looking For

Experience & Background

4+ years in Process Excellence, Business Operations, or Strategy roles.
2+ years leading teams or large-scale cross-functional projects.
Experience in EdTech or Service Operations is a plus.

Analytical & Technical Skills

Proficiency in Excel/Google Sheets; exposure to SQL/BI tools preferred.
Strong analytical thinking and data interpretation skills.
Familiarity with process improvement frameworks (Lean, Six Sigma, etc.).

Leadership & Execution

Proven ability to translate strategy into structured execution.
Strong stakeholder management and project delivery discipline.
Passion for leveraging AI and automation to make operations smarter.

Mindset

Detail-oriented, structured, and outcome-focused.
Thrives in a dynamic, fast-scaling environment.