Performance Optimization Lead
il y a 2 semaines
Lightspeed is looking for a seasoned Performance Optimization Manager.
The successful candidate will be responsible for ensuring our Implementation teams have the necessary tools, processes, and best practices to deliver exceptional customer service in EMEA.
Key Responsibilities:
- Collaborate with departmental and regional leaders to design and implement strategic enablement programs.
- Partner closely with departmental directors, regional leaders, and cross-functional teams to influence and shape the strategy of performance optimization and enablement.
- Establish, monitor, and assess key performance indicators (KPIs) related to team enablement activities.
- Work with teams to maintain 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.
- Regularly audit team processes, tools, and workflows to ensure they are effective and aligned with customer success goals.
- Cultivate a culture of continuous improvement by gathering feedback from both leaders and individual contributors.
- Evaluate performance data to measure the adoption and impact of new procedures.
- Facilitate training sessions and workshops focused on improving customer service delivery, technical skills, and product knowledge.
- Keep teams updated on internal processes, key programs, and departmental initiatives.
Requirements:
- 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.
What We Offer:
- 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.
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