Process Excellence Manager

Job Description

Process Excellence Manager - CX & Process Excellence

Location: Gurgaon

About Vertex Group

Vertex Group, with its five business verticalsVertex Global Services, ILC Solutions, Vertex Tech, Vertex Next, and Vertex Learningis contributing to digital transformation in this modern world with a dedicated team of industry experts.

With headquarters in Times Square, New York, USA, we have a global presence and connectivity, with offices in the USA, the UK, the Philippines, the UAE, Nepal, India, and Africa.

Vertex Global Services is a global leader in BPO, IT, and consulting services, driving innovation through AI-driven solutions and delivering unparalleled customer experiences across 40+ international languages. We have successfully supported numerous clients and consumers worldwide over the last eight years.

Job Summary

We are looking for an exceptional, hands-on Program Manager to own central CX, process design, and service standardisation across the business. This is a founder-level, high-visibility role based in the Founder's Office: you will identify systemic friction, design pragmatic SOPs and governance, run pilots, measure impact, embed change through training and tooling, and scale improvements end-to-end. You will be judged on outcomes improved SLAs, higher CSAT, fewer escalations, and operational consistency not on activity.

Key Responsibilities

CX & Process Ownership

Design, maintain, and govern a central SOP and playbook library with clear versioning, rollout plans, and audit mechanisms.

Lead root-cause analysis (RCA) for systemic customer and operational issues; convert insights into prioritized, measurable action plans.

Define and manage SLAs, KPIs, OKRs, and governance cadence for core CX flows, including onboarding, fulfillment, escalations, refunds/returns, and partner quality.

Program Execution & Scale

Design, run, and scale pilots by defining hypotheses, success metrics, rollout plans, training needs, tooling changes, and validation mechanisms.

Build and maintain live dashboards and alerts for leadership reviews covering SLA adherence, CSAT/NPS, QA outcomes, FCR, and repeat contacts.

Own end-to-end execution and ensure initiatives translate into sustained operational improvements.

Cross-functional Collaboration

Translate operational and CX requirements into training needs, automations, and influencing clients for improvement roadmaps.

Drive alignment across Operations, Training, WFM, QA, and Analytics to deliver coordinated outcomes.

Represent the voice of the customer and standardization agenda in leadership forums and partner/client reviews.

Adoption & Governance

Create training materials, audit checklists, and train-the-trainer programs to ensure long-term adoption and compliance.

Establish feedback loops to monitor effectiveness and continuously improve processes and standards.

Required Qualifications & Experience

4-5 years in CX, Operations, Process Excellence, Program Management, Product Ops, or similar roles; preferably with platform/marketplace or consumer operations exposure

A Six Sigma Black Belt with hands-on experience on multiple projects is preferred

Demonstrated experience designing SOPs, governance models, and rolling out operational playbooks at scale

Strong analytical literacy: advanced Excel, comfortable with SQL or product analytics tools, and working with BI teams

Hands-on: you write the playbook, run the pilot, train teams, and close remediation loops

Excellent stakeholder management and influencing skills; able to negotiate priorities across senior teams and partners

Exceptional written and verbal communication, able to produce crisp playbooks, RCA reports, and executive decks

Bias for action, high ownership, resilience in ambiguity, and strong project execution skills

Why Join Us

Competitive salary and benefits.

Opportunity to work closely with top leadership.

Dynamic and collaborative work environment.

Room for professional growth and development.

Work Hours & Shifts

Total working hours in a day 9, including 1-hour break

5-day workweek

Work from Office (WFO)
Skills Required
Sql, Process Excellence, Six Sigma Black Belt, Advanced Excel, Program Management