Process & Performance Manager

Main mission

The Process & Performance Manager strengthens operational effectiveness by improving processes, monitoring performance and helping teams deliver consistent, high-quality services. This role works closely with operational leaders and cross-functional teams to identify improvement opportunities, support change, manage service risks and use data, automation and artificial intelligence (AI) responsibly to improve operational outcomes. Process and performance management • Develop, maintain and improve operational processes, procedures and standards. • Monitor service performance against agreed targets, service-level agreements and key performance indicators. • Analyze operational data to identify trends, risks, inefficiencies and opportunities for improvement. • Establish performance reviews and reporting practices that support informed decision-making. • Lead continuous-improvement initiatives, tracking actions and measuring their impact. • Ensure processes are practical, documented and consistently applied across teams. • Work with managers and team leaders to address performance gaps and improve operational outcomes. • Support the implementation of quality assurance frameworks and review mechanisms. • Identify appropriate opportunities to use AI, automation and analytics to improve efficiency, service quality and decision-making. Operational leadership and improvement • Partner with operational teams to understand challenges and deliver sustainable solutions. • Facilitate process reviews, workshops and improvement planning sessions. • Identify opportunities to streamline workflows, improve resource utilization and reduce avoidable work. • Support the development and implementation of operational plans aligned with business priorities. • Coach and guide team members on process compliance, performance expectations and improvement practices. • Promote a positive and inclusive working environment built on accountability, collaboration and continuous learning. • Support leaders in assessing team capability and identifying training or development needs. • Help teams understand the appropriate use, limitations and risks of AI-enabled tools in operational workflows. Change and project support • Assess the operational impact of proposed changes and help ensure appropriate controls are in place. • Support change planning, implementation, communication and post-implementation reviews. • Work with project leads to ensure new services, tools and processes are ready for operational use. • Help define success measures and monitor the performance of changes after implementation. • Identify risks and dependencies that may affect service quality or operational readiness. • Promote consistent change-management practices across teams. • Support the evaluation and rollout of AI and automation initiatives, including process readiness, governance, user adoption and impact measurement. Risk, issue and incident management • Identify recurring operational issues and coordinate actions to address their underlying causes. • Support incident reviews and root-cause analysis, ensuring lessons learned are documented and applied. • Track corrective and preventive actions through to completion. • Escalate significant performance, process or service risks to the appropriate stakeholders. • Work with relevant teams to support timely service recovery and minimize operational impact. • Contribute to business continuity and service resilience planning, as required. • Help identify and manage risks relating to AI use, including data quality, privacy, security, bias, accuracy and human oversight. Knowledge management • Ensure operational processes, standards and guidance are documented and kept current. • Improve access to knowledge resources, templates and performance information. • Encourage teams to share effective practices and lessons learned. • Support the development of onboarding and training materials related to operational processes. • Help establish clear ownership and review cycles for key documentation. • Support the responsible use of AI tools for knowledge discovery and content workflows, with appropriate validation and human review. Reporting and communication • Prepare clear, accurate reports on operational performance, trends, risks and improvement activity. • Present findings and recommendations to operational leaders and other stakeholders. • Communicate process changes and performance expectations in a timely, accessible manner. • Build effective relationships across teams and functions to support collaboration and knowledge sharing. • Provide regular updates on improvement initiatives, action plans and measurable outcomes. • Promote a proactive, service-oriented approach to operational performance. • Explain AI-related initiatives and their expected benefits, limitations and controls to relevant stakeholders. About You Skills and experience • Experience in process improvement, operational performance, service delivery or a related field. • Strong understanding of performance measurement, reporting and continuous-improvement methods. • Knowledge of operational processes, quality management and risk management. • Familiarity with IT service management practices, including incident and change management, is an asset. • Experience analyzing data and translating findings into practical recommendations. • Familiarity with AI, automation or analytics tools and their potential application in business processes. • Understanding of responsible AI considerations, such as privacy, security, data quality, bias, accuracy and human oversight. • Proficiency with reporting, documentation and productivity tools. • Experience facilitating workshops, reviews or cross-functional improvement initiatives. • Strong written and verbal communication skills in English and French, where required by the organization. Personal attributes • Strong analytical, organizational and problem-solving skills. • Excellent communication and stakeholder-management abilities. • Proactive, self-motivated and focused on measurable outcomes. • Able to manage multiple priorities and meet deadlines. • Professional and composed when working under pressure. • Collaborative, adaptable and committed to continuous learning. • Skilled at building positive working relationships across teams. • Comfortable providing constructive feedback and supporting others’ development. • Thoughtful and responsible in evaluating new technologies and AI-enabled approaches. • Flexible when operational needs require adjusted working hours. You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

What the company offers

• Global Opportunities — Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment — Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development — Training programs and upskilling/re-skilling opportunities.
• Career Growth — Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture — Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs — Employee Referral Program, Change Maker Awards.
• Only Your Skills Matter — Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation.
• Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.