Our Service team sits at the heart of ZOE, and is responsible for ensuring our members have the best customer journey possible. We have two main functions: Customer Support and Nutrition Coaching. Our Support team provides assistance to our customers by addressing their questions and concerns in an accurate and efficient manner. Our Coaching team works with customers to provide nutritional advice and guide them through the ZOE program. We support our customers via the in-app chat service, emails and over the phone, and we’re passionate about maintaining high standards of customer service across all interactions.
About the role…
We’re looking for a Process and Innovation Manager to join our team. You’ll be responsible for elevating service efficiency and quality, and enhancing overall team effectiveness and customer satisfaction. You’ll be analysing existing processes, identifying areas for improvement, and implementing innovative solutions. Ideally, you’ll have an in-depth understanding of business processes, strong analytical skills, and a passion for driving continuous improvement.
You’ll be…
- Evaluating existing processes to identify inefficiencies, bottlenecks, and areas for improvement across the Service team
- Using data and customer feedback to recognize trends, patterns, and opportunities for process optimization and innovation
- Designing and implementing process improvement initiatives, ensuring their integration and smooth execution throughout the team
- Tracking the impact of changes through various metrics, analysing results, and making adjustments as needed
- Supporting with technology needs identification alongside product, engineering, and other stakeholder groups
- Partnering with the analytics team to build and maintain our operations metric library
- Managing ad-hoc projects to enable the scaling and further development of ZOE’s Service function.
You’ll be a great fit for the role if you…
- Are experienced in implementing continuous process improvement and driving transformation
- Have strong business acumen, and are able to proactively identify opportunities for enhancement and growth
- Have a data-driven style and recognize the significance of data in driving business strategies and prioritise its use in decision-making
- Love communication, partnership, and cross-functional collaboration
- Have the ability to thrive and excel in a fast-paced high growth environment with changing priorities
- Have some experience scaling businesses and possess the ability to achieve operational excellence and foster positive changes
- Have technical experience using BigQuery, SQL
- Have a background in management consulting.
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