Remote Process Excellence Manager

KellyMitchell Group; New York (NY); On-site; USD 51,000 - 74,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

Employee-Owned ESOP

401K offered

Job summary

KellyMitchell Group is seeking a Process Manager to oversee complex customer issue resolution and drive operational excellence in a fast-paced, high-volume environment.

The role focuses on managing escalated, high-risk cases, analyzing data to identify trends, and partnering with Operations, Risk, Compliance, Product, and Support to implement process improvements and ensure superior customer outcomes. This position offers 100% remote work and competitive compensation.

Qualifications

• 5+ years of experience in customer operations, financial services, fintech, e-commerce support, fraud investigations, or other high-stakes support environments.
• Experience using Zendesk or similar ticketing platforms
• Ability to interpret dashboards, reports, and operational metrics
• Comfortable working across multiple systems to gather and validate information
• General data literacy and analytical skills

Responsibilities

• Investigate and resolve escalated, high-risk customer issues while helping improve processes
• Analyze escalations and performance metrics to identify trends and root causes
• Develop and optimize operational procedures to improve efficiency and accuracy
• Collaborate with cross-functional teams to implement process enhancements
• Monitor dashboards and KPIs to ensure service levels and quality

Skills

Zendesk experience

Dashboard interpretation

Cross-system data gathering

Data literacy

Operational analysis

Job description

KellyMitchell Group is seeking a Process Manager to oversee complex customer issue resolution and drive operational excellence in a fast-paced, high-volume environment.

The role focuses on managing escalated, high-risk cases, analyzing data to identify trends, and partnering with Operations, Risk, Compliance, Product, and Support to implement process improvements and ensure superior customer outcomes. This position offers 100% remote work and competitive compensation.