Affiliate Manager

• Lead change management across fast moving projects, from process redesign to product launches.
• Maintain, adapt and continuously review domain processes, workflows and supporting documentation. Proactively identifying opportunities for improvement and lead on maintenance and plans to implement change.
• Partner with Product, Ops and Customer Ops teams to ensure change is adopted, embedded and maintained.
• Develop and deliver readiness plans for embedding change into Customer Operations teams and processes.
• Analyse data sources to identify operational pain points and to streamline workflows and processes.
• Communicate recommendations for change and improvement to stakeholders and collaborate with the relevant teams to action.
• Design frameworks, playbooks and Customer Operations process updates using the latest Ops Product systems/tools to help teams scale their ways of working with consistency and clarity.
• Create and maintain our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. Ensure help articles and other customer facing materials remain current.
• Document service level agreements and hard deadlines for all operational tasks.
• Track the impact of change and improvements through KPIs, metrics and feedback loops.
• Support the operation with low/medium operational incidents which have a customer or process impact.

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