Senior Process and Project Manager

 We are recruiting for Senior Process & Project Manager with interest in customer service. With well-ironed processes and advanced automations, our client is passionate about offering top-notch customer service and delivering high-quality digital conversions. Currently operating in Australia and the UK, they are looking to expand their services globally.

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

• Process Design and Implementation: Analyze and design efficient order processes using HubSpot workflows, Asana, and Make.com.
• Workflow Management: Develop and automate workflows to streamline operations and reduce manual tasks.
• 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.
• Organizational Skills: Create structured naming conventions and easily replicable processes with documentation, from inception, for new countries and locations as the business expands globally.
• Interviewing and Hiring: Conduct interviews and hire customer service staff, ensuring they align with company values and culture.
• 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.
• 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.
• Email Templates: Create brief, non-verbose email templates for processes in the order cycle with the help of ChatGPT.
• 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.

Qualifications

• Extensive experience with HubSpot, Asana, and Make.com.
• Strong project management and process design skills.
• Excellent communication and documentation skills.
• Leadership experience, particularly in managing teams.
• Analytical and problem-solving abilities.

What’s In It For You

• Competitive salary and benefits package.
• Flexible working arrangements.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment.
• The chance to make a significant impact on our business and our customers.