Smart Joules

- Pune, Maharashtra, India
- Permanent
- Business Transformation

: The Process Excellence Manager role involves developing and embedding processes at scale, ensuring adoption across teams, and driving measurable improvements in customer and user experience. This position requires partnering with various departments to identify inefficiencies and design improvements using lean methodologies and AI-based automation. The manager will lead change management, monitor adoption metrics, implement CSAT and NPS frameworks, and build internal capabilities through training sessions.

Key responsibilities include refining processes with AI-enabled insights, governing customer success, and promoting a customer-first process thinking culture.

Experience Range: 4 - 8 years

Educational Qualifications: Any graduation

Job Responsibilities:

- Partner with Operations, Product, and Engineering to identify inefficiencies and design improvements using lean, value stream mapping and AI based automation techniques.
- Collaborate with Product and Engineering to deploy automation (workflow automation, RPA, predictive AI alerts, digital forms).
- Continuously refine processes with AI-enabled insights and customer feedback loops.
- Lead change management, onboarding, and training for process rollouts across business units.
- Build adoption playbooks and drive uptake of digital tools, leveraging GenAI and AI-powered solutions to accelerate usage.
- Monitor adoption metrics (e.g., % active users, process compliance) and escalate where uptake lags.
- Implement and govern CSAT and NPS frameworks,



ensuring consistent methodology across BUs.
- Aggregate feedback, complaints, and survey data into a centralized Customer Success Dashboard for cross-BU visibility.
- Map end-to-end customer journey touchpoints across Smart Joules' offerings to identify systemic experience gaps.
- Define org-wide playbooks for customer communication, escalation handling, and experience governance; ensure BU heads adopt them consistently while owning execution.
- Provide templates, toolkits, and GenAI-driven aids (e.g., automated survey analysis, VOC dashboards, response drafting) to BU teams.
- Conduct training sessions and workshops to build internal capabilities in process deployment, Lean, and AI-enabled tools.
- Promote a culture of customer-first process thinking, ensuring efficiency and experience are both core to adoption.

Skills Required: Process Improvement , Automation , Lean Methodology , Value Stream Mapping , RPA , Change Management , Training , Customer Success , CSAT , NPS , Data Analysis , Communication , Leadership , AI , GenAI , Operations Management , Facilitation , Influence , Data Tracking

Candidate Attributes:

- 4–8 years' experience in process improvement,



operations management or customer success enablement roles.
- Exposure to ops-heavy industries (energy, infra, manufacturing, or tech-enabled services preferred).
- Strong facilitation skills — able to drive adoption and influence cross-functional teams.
- Comfortable with data: can track adoption KPIs and customer metrics via dashboards.

Job Code: KL-F9GJVJ9P About Us As our planet faces the alarming reality of warming temperatures, India is confronting a critical challenge: by 2030, heat stress events could cost the nation 34 million full time jobs—equivalent to 5.8% of its working hours. In this context, HVAC systems are no longer a luxury but a fundamental necessity.

The escalating demand for cooling in India is projected to necessitate an additional 800 GW of power generation, exacerbating carbon emissions and accelerating climate change. With HVAC systems already accounting for up to 60% of energy costs, the people, the planet, and profit appear to be at cross-roads with each other, making it imperative to decouple the gridlock.

The answer to this impending conundrum lies in Energy Efficiency.

We are Smart Joules. And, we are pioneering the journey towards profitable decarbonization. Why Us? OUR VISION To reduce 29 million tonnes of Co2 by 2030 by pioneering profitable decarbonization.

OUR MISSION To make energy efficiency simple, substantial and profitable through cooling-as-a-service business models, intelligent automation technologies and efficiency-first processes, culture and values.

📌 Process Excellence Manager (Pune)
🏢 Smart Joules
📍 Pune