Senior Process and Project Manager
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Job Description:
Are you an expert in process management with a passion for customer service? Do you have experience using tools like HubSpot, Asana, and Make.com to streamline business operations? If so, we want to hear from you We are seeking a Senior Process and Customer Service Manager who will design and implement efficient order processes, create detailed documentation, and manage a small customer service team. This role is critical in ensuring our operations run smoothly and our customers receive exceptional service.
Key Responsibilities:
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Process Design and Implementation: Analyze and design efficient order processes using HubSpot workflows, Asana, and Make.com.
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Workflow Management: Develop and automate workflows to streamline operations and reduce manual tasks.
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Documentation: Create detailed documentation for processes and standard operating procedures (SOPs). Ensure all documentation is accessible and understandable for the customer service team and the rest of the partnered businesses.
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Organizational Skills: Create structured naming conventions and easily replicable processes with documentation, from inception, for new countries and locations as the business expands globally.
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Interviewing and Hiring: Conduct interviews and hire customer service staff, ensuring they align with company values and culture.
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Customer Service Management: Manage the customer service team, ensuring they follow established processes and provide high-quality service. Handle training and development for customer service representatives based on the documentation.
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Cross-Functional Collaboration: Work with developers, designers, and the digital marketing team to build new websites and automations for Tapes to Digital and partnered businesses.
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Email Templates: Create brief, non-verbose email templates for processes in the order cycle with the help of ChatGPT.
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Continuous Improvement: Continuously assess and improve processes based on performance metrics and feedback. Stay updated with industry trends and best practices to incorporate into the business.
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Extensive experience with HubSpot, Asana, and Make.com.
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Strong project management and process design skills.
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Excellent communication and documentation skills.
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Leadership experience, particularly in managing teams.
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Analytical and problem-solving abilities.
What's in it for you:
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Competitive salary and benefits package.
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Flexible working arrangements.
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Opportunities for professional development and growth.
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A supportive and collaborative work environment.
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The chance to make a significant impact on our business and our customers.
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