Senior Operations Excellence Analyst

We're rethinking homes for how people really live, and we're looking for a Senior Operations Excellence Specialist to join our Operations Excellence team to help shape the future of living—one thoughtful detail at a time.

Success in this role means reduction in resolution time and resolution cost, the number of processes mapped and assigned a clear owner, on-time delivery of cross-functional projects against agreed plans, sustained adherence to the processes you introduce measured at 90 days past go-live, and business adoption of the Operations Excellence request board and prioritization process.

What you'll be doing:

• Own the interface between the operational teams you support and our BI, E-commerce and Supply Chain Tech teams. You'll gather pain points, translate them into clear business requirements, and sequence what gets built.
• Map and document how the work actually happens across quality assurance, training and regional operations, then publish it so the knowledge outlives any one person.

Surface the processes that quietly lost their owner during reorganization, including disputes, cancellations, order changes, replacements and technician work. Secure a named owner for each, or a deliberate decision to deprioritize.

• Lead cross-functional projects end to end customer-facing digital experiences, vendor and warranty programme transitions, new fulfilment capability, operational performance dashboards. The portfolio moves as business priorities move, so expect the specific projects to look different by the time you join.
• Build the business case for new operational capability. Assemble and pressure-test the numbers with Finance and Supply Chain, make a clear go or no-go recommendation, then project-manage the rollout if it's a go.
• Partner with Supply Chain Tech and the Operations Excellence Manager on reducing resolution cost, researching where agents struggle to land the right resolution and defining what would actually help them.
• Act as business owner for the operational platforms and tooling in your remit, covering configuration, access, vendor relationships and monthly billing validation.
• Grow capable owners inside the teams you support who can take on individual programmes and projects, and hand mature programmes over to the teams best placed to run them.
• Stay on the process after go-live. Audit whether it's actually being followed, close the gaps that reappear, and hold the business to the way of working that was agreed.
• Track and report on delivery and process performance, providing regular insight and recommendations to the business, Operations Excellence and senior stakeholders.

What you need to succeed:

• Experience business partnering an operational function, ideally Production, Customer Experience, Supply Chain or Logistics Operations, in a fast-paced consumer brand environment.A hands-on operational background.
• You've worked in or run an operational team (customer experience, order management, warehousing or fulfilment) before moving into process and project work.
• Proven ability to run cross-functional projects independently, from problem definition through to launch and beyond, without direct authority over the people delivering the work.
• Hands-on process mapping and documentation. You can sit with frontline operators, work out how the job really gets done, and produce maps and SOPs others can execute from.
• A track record of landing change with a frontline team and making it stick, through training, comms, adoption tracking and conformance checks after go-live, not just shipping the solution.
• Strong written structuring. You turn ambiguous problems into clear one-pagers, business cases and wiki documentation that drive decisions.
• Data-driven and comfortable specifying a dashboard or metric requirement, then sanity-checking what comes back.
• Highly organised, able to run multiple projects and timelines concurrently across several markets and time zones.
• Open to regular travel to our Malaysia office.

Built for Real Life, Designed for What's Next

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life—durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.