Operational Excellence Specialist – Streamlining Business for Peak Performance

Background:
We are a pioneering company in the wearable tech industry, renowned for designing and manufacturing the world’s leading smart ring protection cover. We are dedicated to building innovative wearable-tech-based programs that empower individuals to lead healthier lives. As a compact and passionate team, we place immense value on delivering exceptional customer experiences and crafting products that not only delight our community but also stand out in the market. We are on the lookout for a collaborative individual to join us as an Operations Excellence Specialist, working closely with our co-founders and customer service team to drive world-leading operational excellence and establish unparalleled efficiencies within our business.

Job Description:
As our Operations Excellence Specialist, you will be instrumental in working with our co-founders to create and implement best practices to streamline our business operations. Your mission is to undertake a comprehensive business assessment, optimize workflows, and lead our team towards operational excellence, ensuring that our operational efficiencies translate into tangible customer satisfaction and revenue growth.

Soft Skills:
Proactive and self-starting attitude
Exceptional communication and interpersonal skills
Strong analytical and problem-solving abilities
Detail-oriented with a keen eye for efficiency
Ability to manage time effectively and meet deadlines and established OKRs

Required Technical Skills and Experience:
Experience in full lifecycle business assessment and workflow optimization
Proficiency in leading project management tools and methodologies
Strong background in creating and implementing customer service and logistics workflows, including documentation on Notion Wikipedia

Desired Technical Skills and Experience:
Familiarity with Shopify and Gorgias for e-commerce automation
Experience in developing and tracking OKRs
Skills in data analysis and reporting for business health assessment

Detailed Responsibilities:
Conduct a full lifecycle business assessment, identifying key areas for efficiency gains.
Develop and implement new core business workflows, training team members to enhance skill sets.
Develop and oversee the execution of comprehensive job lists reflecting current and future business needs
Implement and refine core business workflows, ensuring team competency and alignment with external teams
Establish leading and lagging indicators for sales, marketing, and overall business health.
Temporarily manage Tier 3 triage customer service issues, ongoing project tracking, and stakeholder communications as part of assessing business function
Review and improve the ticketing system workflow for optimal performance.
Collaborate with management to set and achieve bi-annual and quarterly OKRs.
Monitor and report on progress towards business goals, adapting strategies based on market trends and insights from management and customer service team members.

Work Schedule:
This is a full-time, fixed-term role expected to last 3 months, with potential for extension or transition to permanent employment based on performance.
Work hours will be structured to cover both New Zealand and USA time zones.

Remuneration:
We’re offering $1,000/month remuneration.

Perks and Benefits:
Opportunity for role extension and permanent placement
Professional development opportunities
Performance-based bonuses
Access to company wellness programs

Career Potential:
Possibility to evolve into a full-time position based on impactful contributions to operational workflows and customer service excellence.

Details on How to Apply:
Submit your application with the subject line “Operations Excellence Specialist Application” to Click to view
Include 3 examples of how you have positively impacted operational excellence, automation, and efficiency improvements in an e-commerce setting.
Include a sample of work, showing the documentation of a key business workflow
Provide a brief explanation of how you can bridge the operational gap between our New Zealand management team, our third party logistics/warehouse, Philippine-based customer service representative, and US customers.