Mgr, Process Improvement- Home Services in Tucson, AZ at Sears Home Services

Date Posted: 5/17/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tucson, AZ
  • Date Posted:
    5/17/2018
  • Job ID:
    932135BR

Job Description

Req/Job ID: 932135BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 49011: SEARS HS-TUCSON SUPT CTR

Scope of Responsibility:

Responsible for operational process consistency and improvement in assigned Home Services channels. Responsible for identifying and driving improvement of policy and procedures, customer interaction approaches, agent and management support tools, communication of operational changes and enhancements, and compliance to operating procedures. Responsible for continually identifying best practices, improvements, and innovation opportunities with a data-driven, test-and-learn approach.


Job Summary:

The Process Improvement Manager is responsible for driving operational process consistency and improvement in designated channels. This position partners with business leadership, operating units, support groups, and peers to identify improvement opportunities and implement change using a test-and-learn approach to ultimately improve customer experience, increase revenue, decrease operational expenses, and bring more stability, consistency, and compliance to operational processes. This position works closely with all internal teams and business partners to ensure program and initiative delivery is timely and accurate.


Job Duties/Responsibilities:
• Utilizes subject matter expertise, root cause analysis, and business relationships to drive continuous improvement in designated contact centers; leads new initiatives to improve quality and reduce expenses; and identifies trends and lead improvement programs
• Develops detailed business process maps Documents as-is and to-be business process steps and owners, standardized work flow, potential failure modes, management control systems and relevant business metrics
• Develops test & control plans. Performs statistically sound design of experiments to validate intended results from process changes. Develops plans for full implementation of process changes across the business including management control & data reporting systems to ensure ongoing benefits are realized.
• Establishes operations "best practices," and works with Operations leaders to embed these practices systematically across Home Services channels
• Represents the business with necessary partners to drive improvements in systems, reporting tools, training materials, or any other tools required to improve the business
• Maintains, updates, and communicates any changes related to Policies and Procedures Manual, maintaining a full and complete library of policies and procedure manuals and process maps for specified businesses and ensuring that all aspects of the materials are reviewed and approved on a routine basis
• Leads operations for testing and rollout of new programs or practices; plans and leads project and support activities that respond to current and projected organizational needs; scopes projects, facilitates planning, establishes milestones, coordinates team efforts, maximizes resource utilization, and provides guidance; and monitors adherence to master plans and schedules, conducts risk analysis, produces management reports, and makes appropriate recommendations for problem resolutions and workarounds
• Measures and drives compliant behavior in the designated line of business to defined policies, procedures, and processes
• Integrates all aspects of the Management Operating System in the daily life of associates and managers, identifying discrepancies and working with business partners to design new processes
• Initiates and participates in new projects to drive revenue growth, lower operational expenses, and improve the customer experience
• Seeks new and improved business metrics that drive appropriate behaviors and refine the management model
• Addresses business practice changes in the performance management model, ensuring appropriate management support and attention through Management Operating System (MOS) or equivalent tools
• Maintains consistent business practices in the line of business through interaction with the managers, matrix partners, and peers • Assists with drafting and development in an effort to ensure the timely communication of all changes to field operations staff and training point of contact for appropriate communication to associates and changes to training documents
• Manages quality associates for specific line of business while partnering with peers to ensure consistent reporting, monitoring methodology, and interaction with call centers and business leaders, as needed
• Meets with unit and business leaders to ensure involvement in policy, procedure, and process change discussions
• Communicates with site and senior leadership regarding development and change status and resource needs to ensure that clear priorities and business impacts are understood
• Monitors processes for improvement opportunities using a defined system of metrics and controls
• Works with appropriate leaders to prioritize and implement change; establishes relationships with senior leaders, business partners, external and internal, to solve business issues, develop action plans on areas of weak performance, and monitor results; continuously aligns customer service priorities with the business priorities of that line of business; and operates within a matrixed organization in multiple locations
• Develops new control systems (i.e., observation, reports, dashboards) to allow for continual process improvement
• Serves as a liaison role to Information Technology (IT), partnering with Project Management Organization (PMO) role in developing business requirements, scope documents, planning and implementation of project testing, and execution
• Conducts operational reviews in business sites, prepares written and oral reports of findings, and recommends solutions
• Owns the execution of process improvements through field management resources
• Travels among field sites for the appropriate research and involvement of field management in policy and procedure development, for interaction with field management, and to conduct field site audits
• Operates within a matrixed organization to coordinate resource management, training, workforce planning, facility utilization, and Human Resource issues
• Performs other duties as assigned

Job Requirements

Job Duties/Responsibilities(Contd.):
• Meets with unit and business leaders to ensure involvement in policy, procedure, and process change discussions
• Communicates with site and senior leadership regarding development and change status and resource needs to ensure that clear priorities and business impacts are understood
• Monitors processes for improvement opportunities using a defined system of metrics and controls
• Works with appropriate leaders to prioritize and implement change; establishes relationships with senior leaders, business partners, external and internal, to solve business issues, develop action plans on areas of weak performance, and monitor results; continuously aligns customer service priorities with the business priorities of that line of business; and operates within a matrixed organization in multiple locations
• Develops new control systems (i.e., observation, reports, dashboards) to allow for continual process improvement
• Serves as a liaison role to Information Technology (IT), partnering with Project Management Organization (PMO) role in developing business requirements, scope documents, planning and implementation of project testing, and execution
• Conducts operational reviews in business sites, prepares written and oral reports of findings, and recommends solutions
• Owns the execution of process improvements through field management resources
• Travels among field sites for the appropriate research and involvement of field management in policy and procedure development, for interaction with field management, and to conduct field site audits
• Operates within a matrixed organization to coordinate resource management, training, workforce planning, facility utilization, and Human Resource issues
• Performs other duties as assigned
Education Requirements: Bachelor's Level Degree
Years of Related Experience: 5-10 Years
License/Certificate Required: No
Driver's License Required: No
Travel Requirements: 50%
Age Requirement: 18+
Required Skills:
• Ability to utilize an analytical approach to problem identification and decision making
• Ability to execute on complex problems and review related information to develop and evaluate options and implement solutions
• Call center operations and sales skills
• Strong communication, influencing, and negotiation skills
• Strong detail orientation skills
• Project management skills
• Proven change management skills
• Data and statistical analysis skills
• Highly skilled in problem solving, and to convey innovative ideas and communicate complex theories, challenges, and solutions to senior levels of management
• Ability to influence individuals and organizations outside of span of direct control
• Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)



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