Senior Manager of Service Design

The Senior Manager of Service Design at AvidXchange is responsible for leading the development, execution, and optimization of process and technology initiatives within the Customer Onboarding, Success, and Care domains. This includes analyzing current processes for improvement, collaborating across departments, managing complex projects from initiation to completion, and fostering a culture of continuous improvement.

To qualify for the Senior Manager of Service Design position at AvidXchange, candidates should typically hold a University Degree or possess equivalent experience along with a minimum of 7 years in a relevant field. Preferred qualifications include expertise in process mapping, project management skills, business acumen, communication abilities, and experience in fast-paced technology organizations.

AvidXchange prioritizes a culture of Diversity, Inclusion & Belonging, making it a welcoming environment for Senior Managers of Service Design. We emphasize personal growth alongside professional development and value mindset principles such as being Connected as People, Growth Minded, and Customer Obsessed.

The Senior Manager of Service Design at AvidXchange will oversee complex, cross-functional projects that enhance customer experience. These projects involve process analysis, implementation of automation solutions, and continuous improvement initiatives that align with strategic business objectives.

At AvidXchange, the Senior Manager of Service Design can expect a wide range of benefits including 18 days PTO, 11 holidays, paid volunteer time off, competitive healthcare options, 401k matching, tuition reimbursement, and the flexibility of a hybrid work model.

When answering, emphasize your ability to identify bottlenecks and duplications in existing processes. Detail your experience with developing clear business cases and aligning suggestions with desired outcomes.

Provide examples of past projects where you successfully collaborated with different departments. Highlight your interpersonal skills that helped build consensus and facilitated smooth implementation of process changes.

Discuss methodologies like Agile, Lean, or Six Sigma that you have employed, focusing on how they helped you manage timelines, ensure compliance, and track project progress effectively.

Share your insights on creating a culture that encourages team members to identify areas for improvement openly and how you have implemented ongoing training or feedback systems to support this.

Illustrate your process for gathering and analyzing business needs, ensuring you take diverse stakeholder perspectives into account to create effective, aligned solutions.

Provide specific examples, including systems or tools you've implemented or improved, and quantify the impact on customer satisfaction or business value.

Recount your familiarity with tools like Jira, Trello, or Asana, and how you've used these technologies to streamline communication and improve project tracking.

Discuss your process for defining, measuring, and analyzing KPIs throughout project phases, along with examples demonstrating how you've adjusted strategies based on data analysis.

Share your conflict-resolution strategies, emphasizing the importance of empathy, clear communication, and finding common ground to align project goals.

Highlight your approach to fostering team morale through recognition, providing support and resources, and creating opportunities for professional development.