Process Improvement Manager (SaaS Company)
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About the Company
Our client is a fast-growing enterprise SaaS company based in New York, providing workflow and compliance management tools to mid-market and enterprise clients across financial services and professional services. They have scaled rapidly over the past three years and are now investing in the operational infrastructure needed to support that growth without sacrificing quality or customer experience. This is a company that knows it needs to run better and is serious about doing so. The Role As Process Improvement Manager, you will identify, design, and lead initiatives that make the business operate more efficiently and consistently. You will work across functions, map current-state processes, diagnose root causes, and implement solutions that stick. This is a role for someone who is energised by operational complexity and has the credibility to influence change across teams without holding direct authority over all of them.
What You'll Do
- Lead end-to-end process improvement initiatives across customer operations, internal delivery, and support functions, from diagnosis through implementation and measurement.
- Map current-state processes, identify inefficiencies and failure points, and develop structured recommendations for improvement.
- Work cross-functionally with operations, product, finance, and customer success to align on priorities and co-design solutions.
- Define and track key performance metrics for improved processes, ensuring changes deliver measurable outcomes.
- Build internal documentation, playbooks, and training materials that embed improved ways of working across the organisation.
- Identify automation and tooling opportunities, working with the product and engineering teams to scope and prioritise them.
- Communicate progress and outcomes to senior stakeholders in a clear, evidence-based way.
What We're Looking For
- 5+ years of experience in process improvement, operations, or management consulting, with direct exposure to SaaS or technology businesses.
- Structured problem-solver with the ability to diagnose complex operational issues and build practical, well-reasoned solutions.
- Familiarity with process improvement methodologies such as Lean, Six Sigma, or equivalent frameworks.
- Proven experience managing cross-functional initiatives and driving change in environments without direct authority.
- Strong data skills; comfortable defining metrics, building dashboards, and using data to build a case for change.
- Confident communicator with the ability to work effectively with both operational teams and senior leadership.
- Detail-oriented, organised, and able to manage multiple improvement workstreams simultaneously.
Compensation & Benefits
- Base salary of $130,000 - $160,000, determined based on experience and scope.
- Annual performance bonus tied to operational and individual outcomes.
- Additional benefits, including health, dental, 401(k), and PTO, are included detailed as part of the full offer package.
How to Apply
To be considered for this role, please create your profile at getnextstep.com. Once your profile is complete, our matching system will evaluate your background against the role criteria and match you with the role if it's a strong fit. No cover letter required. This role is listed by NextStep on behalf of our client. All applications are handled with confidentiality.
Compensation
Range: $130K - $160K Apply tot his job Apply To this Job