Process Excellence Manager

About the Role We are looking for a sharp, structured, and customer-obsessed Process Excellence Manager to join our CX team. This role sits at the intersection of escalation governance, process design, and customer health — built for someone who doesn’t just resolve issues, but builds systems to prevent them. You will own high-severity escalations end-to-end, align internal SLAs across Tech, Product, and Engineering, and drive continuous improvement across the customer journey. Beyond firefighting, you will identify patterns, design guardrails, and champion a culture of accountability and resolution. What You’ll Do 1. Escalation Governance & Systemic Resolution Own the end-to-end escalation governance framework — from intake classification to structured closure Identify root causes across recurring escalations and drive systemic fixes, not just one-off resolutions Design and enforce escalation playbooks, severity tiers, and response protocols across teams Run post-escalation reviews to capture learnings and translate them into process improvements Use data and trend analysis to surface patterns and proactively eliminate repeat failure points Report on escalation health, systemic gaps, and improvement initiatives to leadership 2. Escalation Management Act as the single point of ownership for all high-severity customer escalations from initiation to closure Engage directly with clients to understand concerns, provide clarity, and build confidence under pressure Communicate effectively across both business and technical stakeholders — internally and externally Drive cross-functional teams (Support, TAMs, Engineering) toward timely resolution with clear prioritization Maintain consistent communication cadence, transparency, and accountability throughout the escalation lifecycle Close escalations with documented outcomes, customer alignment, and internal learnings captured 3. Internal Policy & SLA Design Define and align internal SLAs with Tech, Product, and Engineering teams for faster, more predictable resolution Build and maintain escalation governance frameworks, response protocols, and cross-team accountability structures Standardize handoff processes between Support, TAMs, and Engineering to reduce resolution friction Create and improve CX playbooks, SOPs, and escalation frameworks that bring structure to ambiguous situations Ensure SLA commitments are tracked, reviewed, and continuously improved on a regular cadence Champion adherence to defined processes and drive a culture of process discipline across teams 4. Customer Health & Escalation Prevention Monitor leading indicators of customer risk — repeated support issues, engagement gaps, sentiment shifts Partner with TAMs and Support teams to take preemptive action on at-risk accounts Track and improve Customer Health scores across the portfolio Proactively manage accounts showing early warning signs before issues escalate Drive measurable reduction in escalation volume and severity over time How Success is Measured Performance in this role will be evaluated against the following KPIs: Escalation Rate & Reduction — trend in total escalation volume over rolling 30/60/90-day periods Mean Time to Resolution (MTTR) — average resolution time across escalation severity tiers CSAT  Post-Escalation — customer satisfaction measured after closure Repeat Escalation Rate — same issue recurring within 30/60/90 days of closure SOP & SLA Adherence — % of escalations handled within defined protocols and timelines Internal SLA Compliance — cross-team response times vs. committed benchmarks (Tech, Product, Engineering) What We’re Looking For MBA with 3–4 years of experience in Customer Experience, Customer Success, or Support in B2B/SaaS environments Proven track record managing L2/L3 escalations or critical account situations Strong stakeholder management skills — calm, clear, and confident in high-pressure scenarios Ability to communicate with clients in business context, not just technical terms Strong capability to articulate business impact and build customer confidence during difficult situations Experience collaborating with cross-functional teams (Support, TAMs, Engineering) to drive resolution Familiarity with CRM tools such as Salesforce or HubSpot Solid understanding of product workflows and technical processes Awareness of AI/LLM tools (e.g., OpenAI GPT) and their practical application in CX operations Why Kapture CX Kapture is a fast-growing B2B SaaS company redefining customer experience with AI-powered CRM and support automation. You’ll work on complex, high-stakes problems at scale — with direct access to leadership, real ownership, and the opportunity to shape how we serve our customers.