Senior Process and Project Manager

We are recruiting for a 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:

1. Process Design and Implementation: Analyze and design efficient order processes using HubSpot workflows, Asana, and Make.com.
2. Workflow Management: Develop and automate workflows to streamline operations and reduce manual tasks.
3. 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.
4. Organizational Skills: Create structured naming conventions and easily replicable processes with documentation, from inception, for new countries and locations as the business expands globally.
5. Interviewing and Hiring: Conduct interviews and hire customer service staff, ensuring they align with company values and culture.
6. 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.
7. 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.
8. Email Templates: Create brief, non-verbose email templates for processes in the order cycle with the help of ChatGPT.
9. 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:

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

What's in it for you:

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