Process Excellence Manager - Circular Operations

At NORNORM, delivering furniture is not just about getting products from A to B. Our furniture moves through a circular journey of warehouses, transportation, installation, returns and refurbishment - and making that journey work consistently, efficiently and at scale is critical to our business.

We are looking for a Process Excellence Manager - Circular Operations to help us build the operational backbone behind it.

This is a process excellence role with a strong performance and data component. You will work across our full Circular Operations journey to define how our operational processes should work, establish the KPIs that measure their performance, and use data to identify and drive continuous improvements.

You will bring structure to complex operations by turning data and operational insights into clear processes, measurable performance and practical improvements - helping us build an operation that becomes more efficient and scalable as we grow.

What you'll do:

As our new Process Excellence Manager, you will take ownership of how we define, measure and continuously improve our Circular Operations processes across markets.

Working across warehouse operations, last mile, installation, returns and refurbishment, you will define and standardise end-to-end processes based on operational reality, and use data and performance insights to understand what works, what does not, and where we need to improve. When something does not work in practice, you challenge it, define a better way of working, and make sure the solution works both on the ground and as part of the wider end-to-end process.

You will work closely with the internal and external teams running our operations, combining their operational knowledge with data and performance insights to drive better ways of working, and define the relevant KPIs, develop our delivery performance reporting and dashboards, to make sure our teams have the right data to understand capacity, cost, quality and performance.

Your responsibilities will include:

• Mapping, defining and continuously improving end-to-end operational processes across our Circular Operations

• Using operational data and performance insights to identify bottlenecks, deviations, root causes and opportunities for improvement

• Defining the KPIs and performance reporting needed to understand whether our operations and processes are working as intended

• Translating operational and performance insights into practical process improvements

• Driving improvements across teams and markets, ensuring that changes work in practice and as part of the wider end-to-end process

• Creating and maintaining SOPs and operational blueprints that establish clear and scalable ways of working

• Working closely with regional Delivery Teams and other functions to ensure processes are understood, adopted and consistently applied

• Partnering with our enablement team to turn operational processes and know-how into scalable training and knowledge

Who you are:

You combine a strong process mindset with an analytical and data-driven approach, grounded in a solid understanding of real-world operations. You know that the best processes are built around how operations actually work, and use data to understand performance, identify root causes and find better ways of working.

You enjoy getting into the details, understanding how things connect and turning complexity into practical improvements that people can actually use. You are comfortable challenging existing ways of working when they do not work in practice, while keeping an eye on how changes affect the wider end-to-end operation.

You are a clear and effective communicator, able to turn complex processes, data and insights into something others can easily understand and act on. You are comfortable working across teams and functions and can drive improvements and bring people along without necessarily having formal authority.

We imagine that you bring:

• Experience with process excellence, continuous improvement or operational performance in logistics, manufacturing or a comparable operational environment

• Strong analytical and structured problem-solving skills, combined with a solid understanding of real-world operations

• Experience defining, standardising and improving end-to-end operational processes

• Strong ability to work with operational data, define meaningful KPIs and use performance insights to identify root causes and drive improvements

• Strong business understanding and the ability to connect operational performance with cost, quality and customer experience

• Strong communication skills, with the ability to make complex processes, data and insights clear, practical and actionable

• The ability to independently drive improvements across teams and functions and bring people along without formal authority

• A pragmatic mindset focused on what works in operational reality, rather than process or documentation for its own sake

Experience from logistics, warehousing, last mile delivery, installation or refurbishment is an advantage, but we are equally interested in people who have worked with complex operational flows in other environments.

Why join NORNORM?

NORNORM is changing the way businesses think about office furniture. Instead of buying furniture and eventually throwing it away, our customers subscribe to a flexible, circular solution where furniture is continuously reused.

That makes our operations fundamentally different from a traditional linear supply chain. Products come back. They move again. They are inspected, refurbished and given a new life with another customer - creating an operational challenge that becomes more complex as we grow.

This is where you come in. You will have the opportunity to shape how our Circular Operations work at scale - using processes, data and operational insight to improve how we work today and build the foundation for how we operate tomorrow.