Process Excellence Manager

Job Description: Process Excellence (PEX) ManagerLocation:Coimbatore, India Employment Type:Full-TimeRole Overview We are looking for an experiencedProcess Excellence (PEX) professionalwith10+ years of experienceto drive operational efficiency, process standardization, and continuous improvement across customer operations. The role will focus on building scalable process frameworks, improving service delivery, and enhancing overall customer experience across multiple support channels.Key Responsibilities Drive end-to-end process excellence initiatives across customer operations Design, implement, and govern robust process frameworks and operating models Lead continuous improvement programs to improve efficiency, quality, cost, and CX Analyze existing processes and identify gaps, risks, and improvement opportunities Establish and track KPIs, SLAs, and performance dashboards Conduct root-cause analysis and lead corrective and preventive action plans Standardize SOPs, workflows, and best practices across teams Collaborate with operations, quality, training, and leadership stakeholders Support process transitions, scaling, and stabilization for new programs Mentor teams and embed a culture of continuous improvementRequired Experience & Skills Bachelor’s degree in Engineering, Business, Operations, or a related field 10+ years of experiencein Process Excellence, Process Improvement, or Operations Excellence Strong experience incustomer operations / contact center environments Exposure to multi-channel support environments (voice, chat, ticketing/helpdesk) Hands-on experience with performance metrics, SLA management, and reporting Strong analytical, problem-solving, and stakeholder management skills Ability to work in global delivery and fast-paced environmentsPreferred Qualifications Lean / Six Sigma certification (Green Belt or higher preferred) Experience working with offshore and nearshore delivery models Exposure to CX transformation, automation, or digital process improvement Experience supporting enterprise or global clients.

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