Manager, Business Process Improvements & Administration

How will you CONTRIBUTE and GROW

KEY RESPONSIBILITIES

Customer Experience

• Develop and implement a customer experience strategy that aligns with the companys mission and goals.

• Collaborate with various departments as well as cross-functional teams including Sales Operations and Credit & Collections to ensure a unified approach to improving customer experience.

• Identify and implement improvement initiatives in partnership with the Regions aiming at improving our Customer Effort Score (CES).

• Engage with senior leadership to secure buy-in for customer experience initiatives and resource allocation.

• Promote a customer-centric culture within the organization.

Continuous Improvement

• Lead and facilitate continuous improvement initiatives

• Conduct internal process benchmarking in partnership with process stakeholders to identify best-in-class solutions as well as areas to enhance performance efficiency and productivity.

• Demonstrate financial acumen by developing compelling business cases supporting recommended opportunities.

People Management & Training

• Develop and implement SAP and Continuous Improvement training.

• Train coach and mentor select associates driving transformational change.

• Collaborate with the Compliance Manager on Airgas Operating Standards Compliance training for the region.

Data analysis

• Analyze customer data and feedback to identify pain points and areas for improvement.

• Utilize data-driven insights to make informed decisions and create action plans for improvement.

• Design and implement meaningful yet measurable operational metrics and practices to identify/monitor department performance through the creation of operational efficiencies.

• Drive innovation by continually assessing work flow processes and implementing improvements that are high impact and insightful.

Are you a MATCH

Required Qualifications

• Bachelors Degree

• 10 years of progressive professional experience including business process improvement quality management experience customer experience

Preferred Qualifications

• Proven ability to successfully implement Intelligent Automation (IA).

• Strong project management skills

• Comprehensive understanding of efficiency principles such as Lean/Six Sigma; Black belt preferred

• Experience successfully leveraging business analytics to inform decisions

• Systematic problem solver focused on implementing solutions to solve root cause problems

• Extensive knowledge of ERP systems (SAP preferred)

Our Differences make our Performance

At Air Liquide we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees our customers patients community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.