Strategic Operations & Process Lead
Hybrid · Cape Town, Western Cape, South Africa
Job Summary
Strategic Operations & Process Lead responsible for turning high-level strategy into the operational backbone across global CX initiatives. Develop and deconstruct client lifecycle processes (Exploration, Onboarding, Growth, Maturity, Offboarding), draft formal SOPs for global consistency, and manage the execution of CX projects including recruitment and scheduling for a Global Customer Panel. Build and maintain tracking tools and dashboards (G-Suite, CRMs, project management software), continually audit workflows to identify leakage, and implement lean interventions to improve efficiency. Requires 4–7 years in mid‐senior operational roles, a Bachelor’s degree in a related field, and familiarity with process mapping tools (Miro, Lucidchart, Visio) and advanced G-Suite/project management platforms; Lean Six Sigma (Green Belt), PMP, or Prince2 certifications are advantageous.
Required Qualifications
- Degree in Business, Engineering, Information Systems, Operations Management, or a related field
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