Associate Director of Customer Experience and Business Process Improvement

3 days ago

Independence, Ohio, United States Airgas Full time
Job Title: Associate Director of Customer Experience and Business Process Improvement

At Airgas, we are seeking an experienced Associate Director of Customer Experience and Business Process Improvement to join our team. This role will be responsible for leading the implementation of customer experience standards across the North Division, aligning with Airgas' CX objectives and improving operating metrics through business process excellence.

Key Responsibilities:
  • Lead CX efforts for the North Division, coordinating with regional CX leads and the Corporate CX team
  • Work with process/functional leaders to identify and develop CX initiatives, reducing the Customer Effort Score (CES) for the division and regions
  • Communicate progress on CX initiatives internally to regional CX leads and NDIV senior leadership
  • Manage and lead all phases of the process improvement project life cycle, including project initiation, development, implementation, and sustainment
  • Establish process metrics and measures to ensure improvements deliver desired results
  • Benchmark process activities against other Divisional/Regional Company/BSC entities and/or outside entities to identify best practice opportunities
Requirements:
  • Bachelor's degree required
  • 5-7 years of progressive professional experience in customer experience and/or business process improvement/quality management
  • 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 the 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
  • Ability to analyze and disseminate large amounts of data
  • Exhibits customer-focused behavior, building positive relationship management and striving to understand customer 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
  • 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
What We Offer:

At Airgas, we care about and support our employees. We offer a comprehensive benefits package, including medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees. We also provide a progressive parental leave package, offering generous paid time off for the birth or placement of children, including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates.

We are an equal opportunity employer and welcome 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.

  • Contract Director

    3 weeks ago

    Independence, Ohio, United States Elevance Health Full time

    Job Title: Provider Contract DirectorJob Summary:The Provider Contract Director is a key leadership role responsible for leading contract administration functions and initiatives across the enterprise. This position serves as a subject matter expert on contract language and contract administration, driving the development and implementation of enterprise...

  • Land Development Director

    3 weeks ago

    Independence, Ohio, United States Jobot Full time

    About the RoleThis is a rare opportunity to join a top ten ENR ranked firm as a Land Development Director. As a key member of the team, you will be responsible for managing business operations, creating annual business plans, and establishing department objectives.Key ResponsibilitiesManage business operations for your team, including revenue goals, team...

  • Business Systems Analyst

    2 days ago

    Independence, Ohio, United States Fleet Response Full time

    Job SummaryThe Business Systems Analyst will work closely with IT, end users, and business stakeholders to become the subject matter expert in the assigned business area. This includes users, features, and processes, to gain a deep understanding of the application and the business process it supports.The ideal candidate will facilitate communication between...

  • Land Development Director

    3 weeks ago

    Independence, Ohio, United States Jobot Full time

    About the RoleWe are seeking a highly skilled Director of Land Development to join our team at Jobot. As a key member of our leadership team, you will be responsible for managing business operations, driving revenue growth, and overseeing business development activities.Key ResponsibilitiesManage business operations for your team, ensuring seamless execution...

  • Home Care Agency Director

    1 week ago

    Independence, Ohio, United States Arcadia Home Care and Staffing Full time

    Job Title: Home Care Agency DirectorAt Arcadia Home Care and Staffing, we are seeking a highly skilled and experienced Home Care Agency Director to lead our team in delivering exceptional home care services.Key Responsibilities:Oversee the overall operations of the agency, ensuring safe and effective delivery of services.Direct and guide staff in scheduling...

  • Proposal Director Sr.

    3 days ago

    Independence, Ohio, United States Elevance Health Full time

    Job Title: Proposal Director Sr.At Elevance Health, we are seeking a highly skilled and experienced Proposal Director Sr. to lead our proposal management efforts for multiple prime bids with contract values of $500M to upwards of a billion.Key Responsibilities:Lead the proposal process by managing cross-functional resources to complete proposals.Develop...

  • Director of Learning and Development

    3 weeks ago

    Independence, Ohio, United States Metro Health Full time

    Job Title: Director of Learning and DevelopmentAt MetroHealth, we are redefining health care by going beyond medical treatment to improve the foundations of community health and well-being. We strive to become as good at preventing disease as we are at treating it.Job Summary:We are seeking a highly skilled Director of Learning and Development to oversee and...

  • Clinical Director

    3 weeks ago

    Independence, Ohio, United States Echo Hospice of Cleveland Full time

    Job Title: Clinical DirectorJoin Echo Hospice of Cleveland as a Clinical Director and take on a leadership role in shaping the future of our hospice services. As a key member of our team, you will be responsible for overseeing the clinical direction of our hospice services, ensuring that we provide the highest quality care to our patients and their...

  • ERP Director

    3 weeks ago

    Independence, Ohio, United States Flynn Restaurant Group Full time

    Director of ERPJoin Flynn Restaurant Group as we seek a seasoned Director of ERP to lead our technology solutions and drive digital transformation initiatives. As a key member of our senior IT management team, you will collaborate closely with other leaders in IT and business units to spearhead ERP initiatives, optimize application value, and ensure the...

  • Director of Employee Relations

    3 days ago

    Independence, Ohio, United States Redwood Living Full time

    Job Title: Director of Employee RelationsAt Redwood Living, we're committed to creating a workplace where our employees thrive. As the Director of Employee Relations, you'll play a critical role in fostering a positive and inclusive work environment.Job SummaryThe Director of Employee Relations is responsible for overseeing and managing all aspects of...

  • Land Development Director

    3 days ago

    Independence, Ohio, United States Jobot Full time

    Director of Land Development - Civil EngineeringDice is the leading career destination for tech experts at every stage of their careers. Our client, Jobot, is seeking a seasoned professional to lead their land development team.As a Director of Land Development, you will be responsible for managing business operations, creating annual business plans, and...

  • Customer Service Representative

    3 weeks ago

    Independence, Ohio, United States Mr. Rooter Plumbing of Columbus, Cleveland and Toledo Full time

    Job DescriptionAre you looking for a career change from retail and fast food? Mr. Rooter Plumbing of Columbus, Cleveland and Toledo is seeking a reliable and customer-friendly customer care associate to join our team.This role involves providing exceptional customer service through inbound calls, emails, and chats. As a customer care associate, you will be...

  • Clinical Director

    3 weeks ago

    Independence, Ohio, United States Echo Hospice of Cleveland Full time

    Job Title: Clinical Director/Director of Patient Care ServicesJoin Echo Hospice of Cleveland as a Clinical Director/Director of Patient Care Services and lead our team in providing exceptional hospice care to our patients and their families.About the Role:Provide overall direction and leadership to our clinical services team, ensuring high-quality care and...

  • Facilities Services Director

    3 weeks ago

    Independence, Ohio, United States ECS Limited Full time

    Job SummaryWe are seeking a highly experienced and skilled Facilities Services Director to join our team at ECS Group of Companies. As a key member of our leadership team, you will be responsible for overseeing the facilities operations of our subsidiaries, ensuring that our facilities are well-maintained, and that our employees have a safe and productive...

  • Customer Service Representative

    4 weeks ago

    Independence, Ohio, United States Mark Mackert - State Farm Agent Full time

    Job OverviewWe are seeking a highly skilled Customer Service Representative to join our team at Mark Mackert - State Farm Agent. As a key member of our agency, you will play a vital role in delivering exceptional client experiences and driving the growth of our successful insurance agency.Key ResponsibilitiesProvide top-notch customer service and support to...

  • Facilities Services Director

    3 weeks ago

    Independence, Ohio, United States ECS Limited Full time

    Job SummaryWe are seeking a highly experienced and skilled Facilities Services Director to join our team at ECS Group of Companies. As a key member of our organization, you will be responsible for leading our facilities services operations and ensuring the delivery of high-quality services to our clients.Key ResponsibilitiesBuild relationships with...

  • Executive Director

    2 weeks ago

    Independence, Ohio, United States Cleveland Clinic Full time

    Job SummaryCleveland Clinic is seeking an experienced Executive Director to lead our Revenue Cycle Management team. As a key member of our finance team, you will be responsible for developing and implementing strategies to improve revenue cycle operations, ensuring timely and accurate payment for services rendered. The ideal candidate will have a strong...

  • Customer Service Representative

    4 weeks ago

    Independence, Ohio, United States Hireverse Full time

    Job OverviewHireverse is seeking an enthusiastic and motivated Entry Level Customer Service & Sales Associate to join their team and contribute to their success.Key ResponsibilitiesProvide exceptional customer service and support to prospective and existing business customers.Engage with clients to drive new enrollment and increase sales through effective...

  • Executive Director

    3 days ago

    Independence, Ohio, United States Cleveland Clinic Full time

    Job Title:Executive Director - Revenue Cycle ManagementJob Summary:Cleveland Clinic is seeking an Executive Director - Revenue Cycle Management to join our team. As a key member of our Revenue Cycle Management team, you will be responsible for leading the development and implementation of strategic initiatives to improve revenue cycle performance and patient...

  • Patient Care Director

    1 month ago

    Independence, Ohio, United States Heartland Home Health Full time

    About the RoleWe are seeking a highly skilled and experienced Patient Care Director to join our team at Heartland Home Health. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our home health program, ensuring the delivery of high-quality patient care and services.Key ResponsibilitiesProgram...