Operational Excellence Manager

About the Role

The Operational Excellence Manager is responsible for designing, documenting, governing, and continuously improving operational processes across the lead generation, qualification, and delivery lifecycle. The role ensures that all workflows are standardized, scalable, and consistently followed while identifying opportunities to improve operational efficiency, quality, and customer outcomes.

Working cross-functionally with SDR, QA, Revenue Operations, Lead Delivery, Partnerships, Marketing, and Vendor Success teams, this individual will establish process governance, monitor adherence, lead process improvement initiatives, and ensure operational excellence through data-driven decision-making.

Key Responsibilities

Process Documentation & Mapping

•

Own and maintain a centralised Process Library covering every operational stage: inbound lead capture (website), outbound lead generation across all five channels (Email, SMS, PPC, AI, Channel Partner, SaaS, LC), SDR qualification (voice and non-voice), lead delivery to vendors, and refund/rejection handling.

•

Produce clear, version-controlled process maps (swimlane diagrams, SOPs, and playbooks) that are accessible to all relevant stakeholders.

•

Document handoff criteria, escalation paths, and decision rules between each team — including Lead Gen team, SDR managers, QA, RO and the Lead Delivery team.

•

Ensure documentation reflects the current operating reality, not just the intended design; conduct regular observation sessions with remote team members to validate accuracy.

•

Maintain a change log so that process evolutions are traceable and auditable.

Adherence Monitoring & Flag-Raising

•

Define adherence standards and observable checkpoints for each documented process — including SDR call outcomes, qualification criteria, lead-routing rules, ICP-matching logic, and lead gen profile compliance.

•

Establish a regular cadence of process audits (spot-checks, sampling, and structured reviews) across inbound, outbound, qualification, and delivery workflows.

•

Raise structured flags — with evidence, severity grading, and recommended owner — whenever a gap between defined process and actual practice is identified.

•

Track flag resolution: log, assign, follow up, and close each raised item; escalate unresolved or recurring issues to the relevant function head.

•

Produce a weekly Process Health Report summarizing adherence rates by team and function, open flags, and trends over time.

•

Distinguish between individual execution gaps (training or coaching fix) and systemic design flaws (process redesign required), routing each appropriately.

Operational Efficiency Analysis

•

Map and measure end-to-end cycle times for key workflows: lead capture to qualification, qualification to delivery, refund submission to root-cause resolution.

•

Identify bottlenecks, redundant steps, manual handoffs, and rework loops that reduce throughput or increase cost-per-lead.

•

Quantify efficiency gains from proposed improvements using baseline data before recommending changes.

•

Benchmark internal processes against industry best practice for multi-channel B2B lead generation and SDR qualification operations.

•

Maintain a prioritized Efficiency Backlog of improvement opportunities, ranked by impact and implementation effort.

Process Improvement & Redesign

•

Lead structured improvement initiatives (using methodologies such as Lean, Six Sigma DMAIC, or equivalent) for high-priority process gaps identified through audits or efficiency analysis.

•

Collaborate with SDR management to redesign qualification scripts, call-disposition logic, and non-voice qualification workflows to reduce rejection and refund rates.

•

Work with the Vendor Success Manager to streamline lead-routing and delivery processes, reducing manual intervention and SLA risk.

•

Partner with the Partnerships team to standardize partner-profile onboarding and periodic re-baselining workflows, ensuring ICP compliance from the outset.

•

Coordinate with Marketing and Paid Media to embed quality-control gates earlier in the funnel — particularly for Whitepaper, Online Adverts, and Email/SMS channels.

•

Pilot improvements in a controlled scope before full rollout; define success criteria and measure results against them.

•

Update all affected SOPs, playbooks, and training materials following each process change.

Cross-Functional Governance & Standards

•

Chair a regular Process Review Forum with leads from SDR Managers, RO, Lead Delivery, and QA Manager to surface issues, align on standards, and track improvement actions.

•

Define and enforce data-quality and CRM hygiene standards across the operation — ensuring lead records, disposition codes, and refund classifications are accurate and consistent.

•

Develop and maintain a single source of truth for operational definitions (e.g., what constitutes a ‘qualified lead', ‘Unapproved Lead’, 'Lead Ranking’) to eliminate ambiguity across teams.

•

Act as the gatekeeper for process change: no material change to a documented workflow is implemented without sign-off and an updated SOP.

•

Support onboarding of new team members by ensuring process documentation and training materials are current and comprehensive.

Reporting & Continuous Improvement Culture

•

Produce a monthly Process Performance Report for senior leadership covering adherence rates, efficiency KPIs, improvement initiatives status, and flag resolution progress.

•

Foster a culture of continuous improvement across the operation — facilitating retrospectives, encouraging process feedback from frontline teams, and recognising adherence and improvement efforts.

•

Track the ROI of completed improvement initiatives (e.g., reduction in refund rate, improvement in delivery SLA, reduction in lead-handling cycle time) to demonstrate operational value.

Requirements

•

Bachelor's degree in Business Administration, Operations Management, Project Management or a related field.

•

5–7 years of experience in process improvement, operational excellence, business operations, or process governance.

•

Experience in B2B operations, lead generation, sales operations, client fulfillment, or customer operations is preferred.

•

Strong knowledge of process mapping, SOP development, workflow documentation, and process governance.

•

Familiarity with Lean, Six Sigma, DMAIC, or other continuous improvement methodologies.

•

Excellent analytical, problem-solving, stakeholder management, and communication skills.

•

Proficiency in Microsoft Excel and process documentation tools; experience with CRM systems is an advantage.