Arizona State Job Bank Employer Sr Mgr, Operational Excellence and Continuous Improvement PHX - 372924300 in PHOENIX, Arizona

This job was posted by http://www.azjobconnection.gov : For more information, please see: http://www.azjobconnection.gov/ada/r/jobs/2646391 Company Overview

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Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions. Our 18,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service. The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions. Grainger's employees serve customers more than 115,000 times every day through multiple channels. As part of a high-performing team, you'll be able to develop your talents, and make a difference. Grainger is a Fortune 500company and a perennial member of Fortune magazine's Most Admired Companies list.

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Position Description

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The Sr Manager, Operational Excellence and Continuous Improvement leads a team that drives improved customer experience and efficiencies through the successful management and continuous improvement of key contact center and cross-functional processes. This is achieved by leverage customer survey and employee feedback channels, operating metrics and other means to prioritize process improvements that drive improved end to end customer experience.



nResponsibilities:n





+ Lead the development, documentation and deployment of a quality management system including continuous improvement management principles, methods, and tools to drive process improvements from an end to end customer experience view.



+ Coach managers/supervisors to lead continuous improvement initiatives of all sizes and scopes through the initiation, planning, implementation, and control phases of the project life cycle leveraging CI tools and processes.



+ Create and manage updates to the standard work processes and procedures executed by the contact center, and ensure they are as simple as possible.



+ Working with training and other departments to align changes in core processes to training, metrics, and quality monitoring (as examples).



+ Working with the communication leader, develop, distribute and maintain continuous improvement information related to best practices, updates to standard work, etc.



+ Where needed, lead enterprise wide cross-functional teams through major CI initiatives and projects to deliver expected benefits against key company objectives.



+ Develop and maintain an organizational system for business process document management.



+ Working with HR, develop process for recognizing and rewarding individuals and teams that make significant improvements using CI methods and tools.



+ Design innovative solutions to complex, ambiguous problems.





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Position Requirements:

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nEducation and Backgroundn





+ Bachelor's Degree with Operations, Supply Chain and/or Project Management focus. Master's degree and/or additional certification in CI/LEAN/Six-Sigma desirable.



+ 5+ years of CI, LEAN, Six-Sigma, or Project Management experience.



+ Deep and broad understanding of customer facing end to end processes and systems.



+ Change management and project management experience



+ Prior experience successfully leading continuous improvement large initiatives in contact center environment.





nSkills and Abilitiesn





+ Guide direct reports and cross-functional teams with instructions limited to tasks and general objectives.



+ Accurately read key relationships within the organization and communicate at the appropriate level of detail to achieve consensus.



+ Update own knowledge and applies new techniques to review and improve individual and team performance.



+ Develop and execute a strategic vision that connects customer requirements and experiences to operations and ach eves desired results.



+ Understands Grainger's business and the major industry sub sectors. Able to interpret P&L and understand the major levers that drive the business.



+ Build a successful team and develop individuals through objective evaluations, providing timely and relevant feedback and acting as a mentor to all team members.



+ Advanced analytical skills using Excel, Access, SPSS, and/or Teradata.











+ Guide direct reports and cross-functional teams with instructions limited to tasks and general objectives.



+ Accurately read key relationships within the organization and communicate at the appropriate level of detail to achieve consensus.



+ Update own knowledge and applies new techniques to review and improve individual and team performance.



+ Develop and execute a strategic vision that connects customer requirements and experiences to operations and achieves desired results.



+ Understands Grainger's business and the major industry sub sectors. Able to interpret P&L and understand the major levers that drive the business.



+ Build a successful team and develop individuals through objective evaluations, providing timely and relevant feedback and acting as a mentor to all team members.



+ Advanced analytical skills using Excel, Access, SPSS, and/or Teradata.





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EEOC Statement

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Grainger is an Equal Opportunity Workplace and an Affirmative Action Empl