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Trax’s mission is to enable brands and retailers to harness the power of digital technologies to produce the best shopping experiences imaginable. Trax’s retail platform allows customers to understand what is happening on shelf, in every store, all the time so they can focus on what they do best – delighting shoppers. Many of the world’s top CPG companies and retailers use Trax’s dynamic merchandising, in-store execution, shopper engagement, market measurement, analytics, and shelf monitoring solutions at scale to drive positive shopper experiences and unlock revenue opportunities at all points of sale. As pioneers in computer vision, Trax continues to lead the industry in innovation and excellence through development of advanced technologies and autonomous data collection methods. Trax is a global company with hubs in the United States, Singapore and Israel, serving customers in more than 90 countries worldwide. To learn more, visit www.traxretail.com.

Job Description

We are seeking a strategic, data-driven, and influential senior leader to drive end-to-end process improvement and transformation across our global Customer Experience and Operations teams. As part of a global SaaS and AI organization, this role will collaborate deeply with Product, Engineering, and Commercial teams to resolve customer pain points, eliminate inefficiencies, and standardize processes across a decentralized global structure. This role requires exceptional executive presence, influence, and the ability to align cross-functional stakeholders around key improvement initiatives.

Responsibilities

• Lead cross-functional, end-to-end process improvement efforts across Customer Experience & Operations in partnership with Product, Engineering, and Commercial teams.
• Use data and analytics to identify root causes of customer pain and operational inefficiencies and prioritize areas for transformation.
• Develop and implement standardized processes and frameworks across a global, decentralized organization to drive consistency and scale.
• Define and track key performance indicators (KPIs) to measure the impact and sustainability of process improvements. · This role demands a comprehensive understanding of operational effectiveness and the ability to implement process improvement initiatives, such as lean and six sigma methodologies.
• Partner with senior leaders across the company to align transformation efforts with strategic business goals.
• Build strong relationships and drive change by influencing at all levels of the organization, from frontline teams to the Executive Team.
• Represent the voice of the customer in internal discussions and drive customer-centric design of systems and workflows.
• Foster a culture of continuous improvement, operational excellence, and collaboration across remote and global teams.
• Communicate findings, strategies, and outcomes with clarity and confidence to executive stakeholders.
• Responsible for leading initiatives to increase customer satisfaction and success, while driving efficiency. · Has the ability to operate with a limited level of direct supervision. · Promote continuous learning and improvement within the organization including empowering, coaching, and developing staff, modeling agile practices. · Responsible for strategic as well as “hands on” process improvement including directly executing on specific initiatives.

Requirements

• 10+ years of experience in process improvement, transformation, or operations leadership in SaaS, AI, or tech-enabled environments.
• Proven ability to drive change without direct authority and influence across matrixed, cross-functional organizations.
• Deep experience with Lean, Six Sigma (Black Belt or Master Black Belt preferred), or other structured process improvement frameworks.
• Strong analytical and problem-solving skills, with a track record of using data to diagnose issues and guide decisions.
• Demonstrated success in standardizing and scaling processes in global, remote-first organizations.
• Exceptional executive presence and communication skills, with the ability to clearly articulate complex ideas to diverse audiences.
• Comfortable navigating ambiguity and leading through influence in a high-growth, fast-paced setting.
• Bachelor’s degree required; MBA or advanced degree preferred.

Preferred Qualifications

• Highly collaborative and skilled at building trust across functions and cultures.
• Passionate about enhancing customer experience through operational excellence.
• Technically curious, with experience applying automation and AI to process optimization.
• Flexible and adaptable, with a strong sense of ownership and accountability.
• Bilingual particularly in Spanish is a Plus.

Trax is committed to a diverse, inclusive, and equitable workplace where all team members, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability, feels valued and respected. We are committed to a nondiscriminatory approach and maintaining an inclusive environment with equitable treatment for all.