Supertails - Manager - Process Excellence (4-6 yrs)

Supertails is a first-of-its-kind platform that supports the ever-increasing pet parent community by providing trustworthy veterinary care, training services, and a one-stop solution for pet food and supplies.

Supertails is revolutionizing pet care with a comprehensive ecosystem designed to meet every pet parent's needs. From online vet consultations with our team of highly experienced in-house veterinarians to nationwide doorstep delivery of an extensive assortment of pet supplies sourced from India and across the globe, we ensure unparalleled convenience and care.

Taking the next step in our journey, Supertails has expanded into veterinary clinics and grooming centers. This initiative directly addresses one of the largest challenges faced by pet parents-access to reliable, high-quality healthcare and grooming services for their furry companions.

At Supertails, we're not just delivering products; we're building trust, relationships, and a healthier, happier life for pets and their parents.

What you will do:

This role is critical in designing and optimizing operational processes, ensuring efficiency, compliance, and scalability as we grow. You'll streamline workflows, enhance productivity, and make life better for pets and their humans alike. Working closely with the Founders and business leaders, you will drive initiatives to transform ideas into actionable, efficient processes that keep both the business and tails wagging.

Key Responsibilities:

Process Design & Optimization:

- Design, implement, and optimize operational workflows for veterinary clinics, at-home vaccinations, and online consultations.

- Adopt global best practices in pet healthcare and customize them for Supertails' unique requirements.

- Ensure processes are efficient, customer-friendly, and scalable to support business growth.

Customer experience

Collaboration with Product & Technology Teams:

- Identify process gaps and work with product and tech teams to build tech-driven solutions.

- Provide clear BRDs to guide product teams in building operational tools.

- Collaborate on designing customer-facing digital interfaces for seamless service booking and experience.

Process Documentation & Training Materials:

- Develop detailed process documentation to serve as training manuals for internal teams.

- Create easy-to-understand SOPs (Standard Operating Procedures) for clinic staff, at-home service providers, and teleconsultation teams.

- Conduct periodic training sessions to ensure process adherence across teams.

Performance Monitoring & Continuous Improvement:

- Define and track key performance indicators (KPIs) for operational efficiency and customer satisfaction.

- Perform gap analysis to identify discrepancies and implement corrective actions.

- Regularly review processes and fine-tune them based on data insights and stakeholder feedback.

Stakeholder Management:

- Collaborate effectively with cross-functional teams including Operations, Product, Technology, and Marketing.

- Act as a bridge between strategic goals and operational execution.

- Present insights and improvement plans to senior leadership regularly.

Project Management:

- Manage end-to-end process improvement projects, ensuring delivery within agreed timelines, scope, and budgets.

- Develop detailed project plans with defined milestones and objectives.

- Identify, assess, and mitigate project risks, implementing corrective actions as required.

What we offer:

- Fast-track your entrepreneurial journey with exposure to every facet of the business, led by stellar team.

- Be part of 0 to 1 journey of the new business vertical

- Ownership: Individually lead important charters with high-impact potential

- Network access: Access to experienced founders, colleagues & world-class investors

- Employee-first culture: Employees are above everything else.

- Be surrounded by positivity and furry friends

Requirements:

- Pet parent (not owner)

- 4+ years of prior experience in process design and improvement preferably in healthcare or service-oriented industries.

- Experience with Lean, Six Sigma, or other process improvement methodologies is highly desirable.

- Customer-first approach- Identifying customer needs and inventing new ways to meet those needs.

- Proven analytical thinking, project management skills, attention to detail and exceptional organizational skills are essential.

- Ability to document processes in a clear, structured manner suitable for training purposes.

- Excellent stakeholder management skills - ability to work in a matrix environment and communicate effectively with diverse stakeholders

Location: Bangalore