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Associate Director of Customer Experience and Business Process Improvement

1 month ago

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

At Airgas, we are seeking a highly skilled 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 our North Division, aligning with our 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 effectively with process/functional leaders to identify and develop CX initiatives as part of divisional, regional, or Company-wide initiatives.
  • Reduce CES scores for the overall 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.
  • Coach peers, leaders, and process focus teams on driving transformational change.
  • Develop staff through goal-setting, performance evaluations, feedback, and on-going performance coaching.
Requirements:
  • Bachelor's degree required.
  • 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 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 understanding customer needs.
  • 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.
  • 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 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. Additionally, we offer a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees' dependents, and an Airgas Scholarship Program for dependent children.

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 in building a diverse and inclusive workplace that fosters innovation and creativity.