Bring your appetite to win because our clients hate to lose.
We are seeking a strategic and innovative Director of Customer and Revenue Operations, Business Process, and PRMO (Process Reengineering and Operational Excellence) to lead a multifaceted role that encompasses optimizing customer operations, redesigning business processes, and driving operational excellence initiatives. This role will be responsible for enhancing customer satisfaction, streamlining operations, and fostering a culture of continuous improvement.
"Be part of a team that's shaping the future of global operations and be at the forefront of value creation initiatives. If you are looking to be part of an exciting transformational and growth journey of a company, this is your opportunity." - Hiring Manager
What You’ll Do
The ideal candidate possesses a unique blend of customer-centric thinking, process expertise, and change management skills.
Business Process Redesign: Develop and implement strategies for process redesign that enhance efficiency, reduce bottlenecks, and improve the overall customer experience.
Process Reengineering and Operational Excellence: Establish a PRMO framework to drive operational excellence initiatives across the organization.
Customer-Centric Culture: Instill a customer-centric mindset throughout the customer operations team and the wider organization.
Performance Measurement and Reporting: Develop and track key performance indicators (KPIs) to measure the success of customer operations and process improvement efforts.
Change Management: Lead change initiatives related to process improvement, ensuring effective communication, stakeholder engagement, and smooth transitions.
Technology Integration and Innovation: Collaborate with IT teams to identify and implement technology solutions that enhance customer operations efficiency and experience.
Stakeholder Collaboration: Work closely with Customer Excellence (customer success, support & services) and other departments, including marketing, sales, and IT, to align process improvement efforts with broader business objectives.
Budget Management: Develop and manage budgets for customer operations and PRMO initiatives, optimizing resource allocation.
Project Management: Lead project initiatives related to process improvement, managing timelines, resources, and deliverables.
What You’ll Need
Proven experience (10+ years) in business process management, preferably in a customer operations or customer service environment.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent project management skills, including the ability to manage multiple projects simultaneously.
Proficiency in process mapping, workflow design, and process documentation.
Familiarity with CRM systems, automation tools, and customer service software.
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Why Mimecast?
We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.
And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.
Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.
DEI Statement
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.