Associate Director of Customer Experience and Business Process Improvement

2 weeks ago


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

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

Key Responsibilities:
  • Lead meetings with regional CX leads to identify areas of improvement and implement changes
  • Act as a liaison between Corp and the division, as well as the division and regions
  • Communicate requirements and progress of the CX Journey to the Corporate CX team
  • Identify, develop, and direct program initiatives focused on process improvement solutions in support of Airgas' Field and Business Support Center operations
  • Provide Continuous Improvement (CIMP) training in the division and within the regions
Requirements:
  • 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
Preferred Qualifications:
  • Comprehensive understanding of efficiency principles such as Lean/Six Sigma
  • Skilled in Google Suite
  • Advanced knowledge and proficiency in SAP
What We Offer:

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, 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 are an equal opportunity employer and are committed to providing reasonable accommodations to the known disabilities of our applicants and employees. 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 .



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