Operational Excellence Manager

at  EasyJet

The easyJet holidays Customer & Operations Team is at the heart of our customer operation, with responsibility for ensuring our customers have brilliant experiences when holidaying with us. The team are responsible for designing the experience we want our customers to have, always being data led and informed by customer insight, before then leading delivering brilliant holidays for our customers. Working cross-functionally, the team is driving continuous improvements in customer experience, representing the voice of our customers across all parts of the business.
The Operational Excellence Manager is a pivotal role within our Operations team, responsible for driving workforce planning and analysis, process efficiency and governance, talent development, and overall business performance.
Our Operations team covers customer safety, customer operations, and customer service, with this role focussing on delivering for the Customer Operations and Customer Service teams.
In this role you will lead initiatives aimed at optimising operations, enhancing productivity, and driving a culture of continuous improvement. The role requires a strategic thinker with strong analytical skills, a deep understanding of operational processes, and a passion for developing talent and improving business outcomes.
You will manage a small team of subject matter experts. These SMEs may be in house or based within our strategic partner setups.

WHAT YOU’LL BRING TO THE TEAM:

We are looking for somebody with significant demonstrable experience in operational excellence, process improvement, or a related role in an organisation with similar complexity to easyJet holidays. You will have proven experience in workforce planning, process efficiency, and talent development, exceptional data analytical and problem-solving skills, and proficiency in data analysis tools and workforce analytics software.
If you have Lean Six Sigma certification that would be great, or previous experience of using Salesforce and / or Amazon Connect. You’ll definitely need advanced Excel skills, be able to handle large volumes of complex data, pulled from multiple sources, and be an effective communicator with an ability to simply explain complex information.

Please refer the Job description for details