Process Optimization Manager

Hi there! Thanks for stopping by 👋Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Process Optimization Manager to join our team. The Process Optimization Manager, Retail Customers will play a pivotal role in enabling and supporting the Implementation and Account Management 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 North America.

You will be working on the following:

• 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 processes and performance.
• Partner closely with departmental directors, regional leaders, and cross-functional teams to influence and shape the strategy of process 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 process 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 processes 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 and account management 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 process issues, identify training and coaching needs, and implement solutions to boost performance.

What you need to bring:

• 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.

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... Hit the ‘Apply’ button and give it a try!

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Uncapped commission;
• Work in a team big enough for growth but lean enough to make a real impact.

• Lightspeed share scheme (we are all owners)
• Immediate access to our benefits plan
• RRSP match after 3 months
• Fitness & Wellness benefit: $500 CAD per calendar year
• Unlimited Paid Time Off
• Parental leave Top-Up

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.