Performance Optimization Manager

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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

The Performance Optimization Manager, Hospitality Customers will play a pivotal role in enabling and supporting the Implementation teams. The focus will be on ensuring these teams are equipped with the necessary tools, processes, and best practices to deliver exceptional customer service in EMEA.

What you’ll be doing:

• Collaborate with departmental and regional leaders to design and implement strategic enablement programs, ensuring teams are equipped with the right tools, processes, and resources to optimize performance.
• Partner closely with departmental directors, regional leaders, and cross-functional teams to influence and shape the strategy of performance optimization and enablement, aligning initiatives with business goals.
• Establish, monitor, and assess key performance indicators (KPIs) related to team enablement activities. Continuously adjust training, tools, and processes based on data and feedback to drive ongoing improvement.
• Work with teams to ensure they adopt industry best practices, maintaining a high standard of performance in customer interactions and operational efficiency.
• Design, implement, and continuously update training schedules, materials, and learning paths to support ongoing skill development and operational excellence within the team.
• Regularly audit team processes, tools, and workflows to ensure they are effective and aligned with customer success goals. Provide actionable recommendations for performance improvement where needed.
• Cultivate a culture of continuous improvement by gathering feedback from both leaders and individual contributors. Use insights to make informed recommendations for team and process enhancements.
• Evaluate performance data to measure the adoption and impact of new procedures. Identify and address areas of opportunity, optimizing performance through data-driven insights.
• Facilitate training sessions and workshops focused on improving customer service delivery, technical skills, and product knowledge. Ensure that training programs are relevant and impactful.
• Keep teams updated on internal processes, key programs, and departmental initiatives. Serve as a liaison for communication between implementation teams and other departments.
• Continuously monitor and optimize internal tools and systems, ensuring they support operational efficiency and team productivity. Provide teams with recommendations for improvements.
• Work closely with the Business Performance Enhancement Manager to diagnose performance issues, identify training and coaching needs, and implement solutions to boost performance.

How you’ll know you’re excelling:

• Improvement in team performance metrics
• High adoption rates and integration of best practices for new processes 
• Successful implementation and scaling of enablement programs leading to improved team readiness, reduced onboarding time and enhanced customer interactions 
• Strong partnership with functional leaders and key stakeholders 

What you’ll be bringing to the team:

• Extensive experience in a performance optimization, enablement, or related role, ideally within GTM and Customer-facing teams.
• Demonstrated success in coaching, mentoring, and supporting teams in customer-facing roles, with a strong emphasis on customer service excellence.
• Proven experience in designing and implementing training programs.
• Experience working in cross-functional teams, with a track record of collaborating with senior leaders and influencing strategy.
• Strong background in using data-driven approaches to assess performance, develop KPIs, and optimize operational workflows.
• Experience in conducting performance audits, identifying inefficiencies, and recommending actionable solutions.

What’s in it for you:

• Unlimited Annual Leave with our PTO scheme
• €400 annually towards Health and Wellbeing 
• Dental cover
• Private healthcare 
• Optical cover 
• Opportunity to join a growing team, in a fast-paced, high-growth company
• Work with a team of incredibly talented and forward-thinking people!
• Work for a team that values hard work, and knows how to celebrate the wins
• Amazing benefits & perks, including equity for all Lightspeeders

In short, an opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.