Manages operational processes that drive efficiency and effectiveness in service quality across the Merchandising Execution Team (MET). Works collaboratively with field teams and internal business partners to develop and manage customer-focused, data-driven, risk-based process controls to ensure MET services meet or exceed quality standards. Enforce continuous improvement / corrective action / preventive action plan implementation throughout each process and/or SOP. Manages metrics and reporting to monitor service quality, cost, and risk components of each process.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% Optimize and standardize service hour productivity through process improvement, communications, and documented best practices. Partner with field leadership and teams in development of best practices and resolution/refinement of current processes. Provide updates/reporting to SSC VP and directors on issues, productivity, and service labor issues.
25% Ensure alignment and consistency of process execution across the field organization. Develop and modify tools used by the field to perform general service and TMO projects. Introduce and create reporting/tools to help field teams plan and manage daily their service hours and activities.
25% Establish performance criteria related to quality, service and productivity for field operation. Collaborate with field partners to manage and facilitate process improvement in all operational areas with a focus on strategy execution, continuous improvement and innovation.
25% Develop, maintain and provide guidance pertaining to service hours across merchandising departments and classes. Develop reporting used by field team to manage productivity.
NATURE AND SCOPE
Position reports to Director, MET Operations Labor
Number of direct reports - 2
ENVIRONMENTAL JOB REQUIREMENTS
Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
Typically requires overnight travel 20% to 50% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Knowledge, Skills, Abilities and Competencies:
Industrial Engineer, Mathematics, other Engineering, MBA
Six Sigma, TQM, or LEAN
Process improvement and implementation
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.