Director, Continuous Improvement And Programs

Director, Continuous Improvement and Programs

SUMMARY

This role will be responsible for developing and implementing strategies to optimize Customer Operations processes within the end-to-end business environment. The Director will lead initiatives aimed at enhancing operational efficiency, improving customer experience, measuring performance and driving innovation within the Customer Operations function.

TYPE OF POSITION: Full Time SUPERVISOR: NO

STATUS: Exempt Physical Exam: NO

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential function.

• Continuous Improvement

• Foster a culture and discipline of continuous improvement across Customer Operations.

• Partner across the enterprise to improve end to end execution and outcomes of order to cash processes for aligned customer segments including sales, operations, finance, marketing and IT teams.

• Facilitate improvement workshops and establish cadence of regular reviews to engage employees in identifying areas for enhancement.

• Establish key performance indicators (KPIs) to measure the effectiveness of improvement initiatives and track progress over time.

• Project Management

• Manage end-to-end project lifecycle for continuous improvement initiatives and process optimization projects.

• Develop project plans, timelines, and resource allocation in collaboration with cross-functional teams.

• Monitor project milestones and deliverables, proactively identifying and addressing risks to ensure successful outcomes.

• Technology

• Collaborate with IT and software development teams to design and deploy technology solutions to streamline processes and improve efficiency.

• Identify opportunities to automate manual and repetitive tasks within Customer Operations.

• Process Documentation

• Lead the documentation of existing customer service processes, including workflows, standard operating procedures (SOPs), and best practices.

• Collaborate with subject matter experts across the organization to capture detailed process maps, identifying opportunities for streamlining and optimization.

• Maintain a centralized repository of process documentation, ensuring accessibility and version control for all stakeholders.

• Implement corrective and preventive actions to address quality issues and prevent recurrence.

• Training Definition

• Define training requirements and curriculum for employees involved in customer service operations.

• Partner with training team to develop materials, manuals, and job aids to support the onboarding of new hires and ongoing skill development of existing employees.

• Metrics and Analysis

• Define performance metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations.

• Collect and analyze data to identify trends, patterns, and areas of improvement.

• Prepare regular reports and dashboards to communicate performance metrics and actionable insights to stakeholders at all levels of the organization.

MARGINAL FUNCTIONS

The individual may be asked to perform other duties as requested.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

An individual qualified for this job must be able to:

• Excellent communication and interpersonal, with the ability to build rapport and influence stakeholders at all levels.

• Analytical mindset, with the ability to interpret data, draw insights, and make data-driven decisions.

• Proven ability to thrive in a fast-paced, dynamic environment, with a strong sense of urgency and a results-oriented mindset.

• Proven ability to influence stakeholders at all levels in the organization.

• Track record of leading projects to drive continuous improvement outcomes.

• Ability to think strategically and problem solve to improve customer experiences.

• Ability to partner and influence across the organization. Develop relationships to improve end to end understanding of the business.

• Demonstrated flexibility to adapt to shifting demands and competing priorities.

MINIMUM EXPERIENCE, EDUCATION, AND CERTIFICATIONS

An individual qualified for this job must have and maintain the following qualifications:

• 5+ years leading continuous improvement initiatives in order to cash processes, preferably in a customer service environment.

• 5+ year demonstrated track record of successfully project managing initiatives including change management elements.

• Proficiency in Microsoft Office Suite and CRM software; experience with Salesforce preferred.

• Experience leading implementation of call center technologies and eCommerce solutions preferred.

PHYSICAL DEMANDS OF ESSENTIAL FUNCTIONS

The physical demands described here are representative of those that must be met by an individual to successfully perform the Essential Functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a desk-based job and will require the individual to remain seated for long periods of time and have the manual dexterity to operate standard office equipment such as computer keyboard, mouse, calculator, phone, copier/scanner, and similar machines.

ENVIROMENTAL CONDITIONS

The environmental conditions described here are representative of those the associate encounters while performing the Essential Functions of the job.

• The individual will work in an office setting in the same room as other individuals. Noise levels are average for an office and include conversation and/or office equipment noise.

ADA/ADAAA

The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act and Amendments.