Director, Customer Support Business Transformation

Education and Experience Requirements

Bachelor's Degree Business, Technology or related discipline required. Master's Degree preferred. 10 years progressively responsible business technology, continuous improvement, customer service, finance, or operations positions and demonstrated leadership ability with at least 4 years managing professional employees.

Position Purpose:

Responsible for effectively identifying, developing, implementing, monitoring, and managing all processes, procedures, and operations related to business process development, documentation, improvement, measurement, and standardization across all Customer Support departments and locations. Responsibilities include business technologies, continuous improvement, industrial engineering, lean/six sigma, and related project management. Select, motivate, train, and direct staff to ensure efficient and effective fulfillment of all functional duties. Develop complex strategies and communicate plans, issues, and results to all internal and external stakeholders including employees, peers, leadership, network partners, service providers, and end customers.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Advocate for change management, continuous improvement, cross-functional collaboration, process standardization, and transformative technology.
2. Increase employee effectiveness, efficiency, and engagement to improve overall business unit productivity.
3. Engage and participate with both customers and key leaders across the business unit to identify needs, develop plans and priorities, and organize resources to achieve overall business unit goals.
4. Create, align, communicate, and execute process and systems strategies and initiatives across multiple departments and sites.
5. Consolidate, direct, and deliver all business technology resources and initiatives assigned to/from multiple departments and sites.
6. Develop and deliver detailed project plans, resource requirements, and tracking mechanisms to achieve business unit plans and priorities.
7. Document, standardize, refine, and audit key business metrics, processes, reports, transactions, and work instructions.
8. Deploy training, tools, methodologies, and metrics to expand and evolve application of continuous improvement, lean, problem-solving, and six-sigma across multiple departments and sites.
9. Develop and maintain collaborative strategic relationships with critical services and technology partners.
10. Anticipate, identify, and advocate for emerging transformative solutions and technologies.

Perform other duties as assigned.

Other Requirements:

1. Familiarity with implementing and sustaining modern application development, business analytics, customer collaboration, demand forecasting, part replenishment, and service operations with applicable data management concepts, practices, and standards required; SAP experience preferred.
2. Familiarity with continuous improvement strategies and tools (including Lean Manufacturing and Six Sigma) to automate and streamline labor, material, process, and data flow required.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.