Senior Operations Excellence Manager

The Senior Operations Excellence Manager is responsible for ensuring compliance, operational efficiency, and system optimization across retail and dealership networks. This role involves designing, governing, and continuously improving the company's operating model across retail stores, dealer networks, and B2B operations.

This role ensures process efficiency, execution quality, and operational consistency, while embedding customer experience standards as part of operational quality, to support sustainable and scalable growth.

You will be report directly to Director of Sales & Customer Experience.

1. Process design, governance, and standardization

• Develop, standardize, and continuously optimize end-to-end operational processes, workflows, escalation paths, and governance frameworks to align with corporate identity, operational standards, and financial controls.
• Establish change control mechanisms to manage updates to processes and ensure organization-
• Develop and implement frameworks to monitor and optimize efficiency, compliance, and customer experience across retail and dealership operations.
• Lead cross-functional initiatives to redesign workflows (including DMS and SAP systems) and improve execution effectiveness via driving automation.

2. Monitoring and compliance

• Define and enforce operations quality standards, including customer-facing execution requirements (accuracy, timeliness, service compliance).
• Design and manage operational audit frameworks for stores, dealers, and frontline teams.
• Conduct regular and ad-hoc audits, analyze findings, and lead corrective and preventive action plans (CAPA).
• Drive and oversee the implementation of corrective actions, ensuring measurable and sustainable results.

3. Continuous improvement

• Revamp existing processes and policies to adapt to business growth and changing demands.
• Collaborate with key stakeholders to ensure smooth integration and adoption of improved practices.
• Lead initiatives to enhance system efficiency, process automation, and performance tracking, ensuring alignment with long-term strategic goals.

4. Scale enablement and risk management

• Act as a key enabler for store, dealer, and B2B expansion, ensuring operational readiness before scale.
• Identify operational risks that could impact execution quality or customer outcomes during growth.
• Support leadership with insights on operational maturity, scalability, and execution risk.

• Bachelor's degree in Business, Operations, Engineering, or related fields.
• 6 - 10 years of experience in operations excellence, process improvement, operations management, or quality management.
• Proven experience in retail, chain operations, manufacturing, logistics, or high-growth environments.
• Experience managing teams and leading cross-functional initiatives.
• Strong analytical, problem-solving, and stakeholder management skills.
• Familiarity with Lean, Continuous improvement, or similar methodologies is a plus.
• Proven expertise in process design, compliance monitoring, and operational optimization.
• Excellent communication skills, capable of influencing stakeholders at all levels.
• Proficiency in data analysis, reporting tools, and enterprise systems.