Senior Business Process Analyst

JoyRide is seeking a Senior Business Process Analyst (AM / Manager) to own the end-to-end lifecycle of operational process management — mapping and documenting current processes, identifying gaps and inefficiencies, designing and improving solutions, and leading their rollout. Reporting to Senior Management, this role works across departments to establish consistent, accountable, and scalable processes, leading stakeholder interviews and prioritizing initiatives from design through rollout, then staying involved post-launch to monitor adherence and ensure quality.

Key Responsibilities:

• Map and document current processes across departments, producing clear, standardized SOPs that include trigger, steps, decision points, escalation path, accountable owner, and review date.
• Identify gaps, inefficiencies, and unclear ownership, with particular focus on handoffs between departments.
• Design new processes and improve existing ones, incorporating scalability as a core design principle.
• Analyze operational data to identify where volume or failure concentrates, and prioritize improvement efforts accordingly.
• Pilot and quality-assure new or revised processes before full rollout, and monitor adherence following implementation.
• Lead rollout and change management activities, including training, communication, and cutover from legacy to new processes.
• Secure formal sign-off from process owners and maintain a central, organized repository of all documented processes.
• Prioritize and sequence work across departments independently, escalating tradeoffs to Operations Management as needed.

Qualifications:

• Bachelor's degree in Business Administration, Industrial Engineering, Management, or a related field.
• 5+ years of experience in business process improvement, process design, operations, or management consulting, ideally within a high-volume or multi-department environment.
• Demonstrated fluency in process mapping or flowcharting, with strong interviewing and writing skills to translate ambiguous workflows into clear SOPs.
• Proven change management experience, including leading rollouts and driving adoption, not solely producing documentation.
• Comfort working with operational data to identify where volume or failure concentrates and to prioritize accordingly.
• Strong cross-functional stakeholder management skills; this role will spend significant time engaging directly with department heads and must be credible in those discussions.
• Demonstrated ability to manage a broad mandate independently, with minimal oversight, and to exercise sound judgment in ambiguous situations.
• Experience in operations, fintech, logistics, or a comparable fast-paced, high-volume environment is preferred.