Service Improvement Manager

Keyloop
Prague
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Leadership","Stakeholder management","Data storytelling","Analytical thinking"]

Senior cross-functional leader responsible for designing and executing service improvement initiatives across the Customer Enablement team, owning Salesforce Service Cloud governance, and driving data‑led process improvements. Collaborates with IT, RevOps, and Sales to deliver measurable improvements in SLA attainment, customer experience, and automation while embedding a continuous improvement culture.

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Keyloop
Keyloop
2 months ago

Service Improvement Manager

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Last checked: 8 hours agoStatus: Live

Job Summary

Senior cross-functional leader responsible for designing and executing service improvement initiatives across the Customer Enablement team, owning Salesforce Service Cloud governance, and driving data‑led process improvements. Collaborates with IT, RevOps, and Sales to deliver measurable improvements in SLA attainment, customer experience, and automation while embedding a continuous improvement culture.
Location: Prague
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead the design and execution of the service improvement roadmap aligned to organisational goals.
  • •Identify and prioritise improvement opportunities through data analysis, customer feedback, and stakeholder input.
  • •Drive root cause analysis (RCA) for recurring service failures and implement permanent corrective actions.
  • •Champion a continuous improvement mindset across Customer Enablement team.
  • •Act as the business owner for Salesforce Service Cloud, owning the Customer Enablement roadmap and prioritisation to ensure it supports best-in-class service delivery.

Key Requirements

  • •Proven track record in a Service Improvement, Service Excellence, or Operations Improvement leadership role.
  • •Strong experience with Salesforce Service Cloud as a business owner/product owner (e.g., case management, SLAs/entitlements, knowledge, automation/flows, and reporting/dashboards).
  • •Demonstrable experience using data and insight to drive process improvement decisions.
  • •Excellent stakeholder management skills with the ability to influence at all levels.
  • •Exceptional communication skills — written, verbal, and in data storytelling.
Experience:SaaSCRMSoftware as a serviceAutomotive software
Skills:CommunicationLeadershipStakeholder managementData storytellingAnalytical thinking
Certifications:PMPPRINCE2
Languages:English
Tech Stack:Salesforce Service CloudSalesforce

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn