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 — gathering pain points, translating them into clear business requirements, and sequencing what gets built.
• Map and document how the work actually happens — quality assurance, training and regional operations workflows — and publish it so the knowledge outlives any one person.
• Surface the processes that have quietly lost their owner during reorganization — disputes, cancellations, order changes, replacements, technician work — and secure a named owner for each, or a deliberate decision to deprioritise.
• 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 — expect the specific projects to be 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 is 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 — 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 is 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 have 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: able to sit with frontline operators, work out how the job really gets done, and produce maps and SOPs others can execute from.
• Track record of landing change with a frontline team and making it stick — training, comms, adoption tracking and conformance checks after go-live — not just shipping the solution.
• Strong written structuring turns 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 organized, 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.