Associate Director of Customer Experience

3 weeks ago

Independence, United States Airgas Full time

R10051382 Associate Director of Customer Experience & Business Process Improvement (Open)

Location:

Independence, OH - Rockside Woods Blvd - Management - AMG-Corp How will you CONTRIBUTE and GROW? The Associate Director of Customer Experience and Business Process Improvement is responsible for working with the regional Customer Experience (CX) leads to align the implementation of Customer Experience (CX) standards across North Division in alignment with the Airgas CX objectives and improve operating metrics by promoting a business process excellence culture through Continuous Improvement (CIMP).

Requirements
Customer Experience - Help identify and implement areas of improvement from a Customer Effort Score (CES) perspective as well as the overall Customer Experience. The Associate Director will lead meetings with the regional CX leads, help implement changes where applicable, act as a liaison between Corp and the division as well as the division and the regions. The position would be responsible for communicating requirements and progress of the CX Journey as it relates to the long term plan the Corporate CX team has laid out.

Business Process Improvement - Identify, develop and direct program initiatives focused on process improvement solutions in support of Airgas' Field and Business Support Center ("BSC") operations. The Associate Director would be responsible for Continuous Improvement (CIMP) training in the division and within the regions.

The position requires a solid understanding of Airgas business processes/procedures and SAP functionality. The Associate Director must possess the ability to analyze, design, test, implement and train. The position is also responsible for defining or redefining business processes, which will enable Airgas to achieve its business goals and maximize customer experience.

The Associate Director must work effectively with management and associates across the Airgas organization, including Regional Companies, BSC's, and Corporate. The Associate Director will closely interact with the Corporate CX team as well as the Corp BPI team.

  • Lead CX efforts for the North Division through coordination of CX initiatives with the regional CX leads and with the Corporate CX team

  • Work effectively with process/functional leaders to identify and develop CX initiatives as part of divisional, regional or Company-wide initiatives

  • Work to reduce CES score for the overall division and for the regions

  • Communicate progress on CX initiatives internally to regional CX leads and to the NDIV senior leadership

  • Work effectively with process/functional leaders to identify and develop business process improvement opportunities as part of Company-wide initiatives, the annual planning/budgeting process and on an on- going basis

  • Manage and lead all phases of the process improvement project life cycle including: project initiation, project development, project implementation ("as-is" and "to-be" business process maps), development and testing plans, end-user training and creation of a plan to sustain the process improvement following accepted project management practices for controlling the project costs and deliverables

  • Communicate project status to all relevant stakeholders in a timely manner, escalating issues to management as may be required

  • Establish process metrics and measures through the process design, implementation and post implementation phase to ensure improvements deliver desired results and appropriate remediation actions can be identified and acted on quickly

  • Benchmark process activities against other Divisional/Regional Company/BSC entities and/or outside entities to identify potential best practice opportunities.

  • Coach peers, leaders, and process focus teams on how to drive transformational change

  • Work effectively across business and functional units to communicate and educate employees on improvement philosophies and methods, while providing expert guidance in applying improvement principles

  • Develop staff through goal-setting, performance evaluations, feedback, and on-going performance coaching to ensure activities are performed within department and Company policy

________________________Are you a MATCH?

  • Bachelor's degree required

  • 5 - 7 years of progressive professional experience including customer experience and/or business process improvement/quality management experience

  • Experience successfully leveraging business analytics to inform decisions

  • Systematic problem solver focused on implementing solutions to solve root cause problems

  • Comfortable with out of the box thinking and challenging status quo

  • Strong ability to partner across a complex, decentralized organization and influence outcomes at all levels

  • Ability to communicate and deliver presentations with impact.

  • Comprehensive understanding of efficiency principles such as Lean/Six Sigma; Green belt preferred

  • Skilled in Google Suite

  • Advanced knowledge and proficiency in SAP

  • Ability to manage multiple priorities and juggle between divisional, local and corporate management and demands. Demonstrate agility and flexibility in navigating in region, division, and corporate as well as remote organizational organization model.

  • Ability to analyze and disseminate large amounts of data.

  • Exhibits customer focused behavior such as building positive relationship management and strives to understand customer's needs, both internal and external.

  • Ability to deal with difficult situations in a diplomatic and professional manner.

  • Excellent analytical and creative problem solving skills with the ability to make independent decisions based on investigation and judgment as well as ability to discern when to escalate issues.

  • Excellent oral and written communication and interpersonal skills. Ability to adjust communication methods based on customer situations.

  • Vision, creativity and a quality mindset.

  • Excellent interpersonal skills and demonstrated ability to work successfully in a team atmosphere.

  • Effectively present information, provide training, and respond to questions from groups in a business setting.

  • Effectively coach and mentor in a one-to-one environment, in-person and remotely.

  • Other duties and projects as assigned.

_________________________

Your differences enhance our performance

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

_________________________

Equal Employment Opportunity Information

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.

Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com.

_________________________

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