Senior Business Operations Manager

3 weeks ago

Cleveland Ohio, United States MasterBrand Cabinets LLC Full time
Job Description

The Senior Business Operations Manager is responsible for developing and deploying rich digital experiences on a robust technology foundation and streamlining business operations to improve operational excellence across all parts of the customer journey and the back-office processes that support it.  The role will lead a team of Product Owners and Business Analysts that interface with both business and technical resources to ensure business, functional and technical requirements are optimally reflected across the technology landscape while partnering with PMO and change management leaders to achieve business and customer experience objectives effectively and efficiently.

This key role will partner with Commercial and CX Leaders, Customers, Sales Agents and various functional teams to improve usability and boost productivity across Masterbrand’s distribution channels and back-office functions.

Accountabilities

Collaborate with business and technical teams on the planning, development, and execution of a strategic roadmap to deliver and support business objectives and goals, as well as CX strategic priorities.

Drive operational efficiencies - both internally and externally – to remove friction from processes and improve overall user satisfaction metrics.

Prioritize user needs based on impact/effort/cost analyses in collaboration with business partners within the Channel teams – Sales, Service, Commercial Excellence leaders.

Measure ROI of enhancements and rigorously track success metrics – NPS/CES/productivity gains/cycle times/cost savings, etc.

Further develop the overall delivery model and evolve the team to focus on core end-to-end revenue processes, with key specializations around BPM, data management and governance, AI, automation.    

Champion VOC and data insights to identify continual CX improvement opportunities.  Mine data and conduct competitive benchmarking to propose new features and UX optimizations related to customer acquisition, retention, and expansion of customer relationships, as well as ensure appropriate feedback loops are active across teams and partners.

Effectively and efficiently work across the entire tech stack and its integration points to ensure seamless, integrated work processes and data flows to enable ease of use/adoption by internal and external teams. 

Codify processes and services through simplification, standardization, and automation in a way that boosts productivity, minimizes TCO and rapidly scales to address needs across all lines of business.

Document and align operations with industry best practices, mature project management and agile methodologies to uphold quality standards and speed to market.

Partner with CISO and team to ensure rigorous compliance to data privacy and security policies.

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