Senior Manager - Process Design

Role overview

This position is focused on shaping, harmonizing, and driving the rollout of operational processes that improve efficiency and customer experience across EBO stores. The scope includes store customers, outlet managers, cash and payment reconciliation, stock reconciliation at outlet level, and the central support ecosystem covering store operations, control tower, facilities, customer support, and product & technology. The objective is to create a consistent, highly standardized operating model that delivers the intended outcomes across all related business functions.

Key impact areas

• Reducing defects and process breaches
• Managing and lowering cost
• Improving productivity
• Raising quality standards
• Enhancing customer and store experience

Core ownership

The process owner, along with the design team reporting into the role, will lead the design and rollout of key operational frameworks across the business.

• Designing and implementing store operations SOPs
• Planning and rolling out manpower structures
• Driving operating cost reductions
• Improving product margins
• Launching initiatives to improve customer and store experience
• Executing safety and compliance programs
• Improving utilization and productivity across stores

Scope of the role

This is a pan-India responsibility covering all stores and will be important in enabling business expansion through standardization.

Skills and approach

• Ability to think through problems systematically and design practical solutions
• Strong stakeholder influence and coordination capability
• Sharp observation and close attention to detail
• Comfort with data-driven decision making
• Mindset oriented toward technology adoption and process simplification
• Retail business understanding is preferred

Additional information

Reference role keywords include process engineering and process improvement, with a strong emphasis on designing scalable operating processes.