Continuous Improvement Manager

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you Join our top-notch team of more than 50000 diverse and high-performing professionals globally who are making their mark on some of the worlds most beloved brands including DEWALT BLACKDECKER CRAFTSMAN STANLEY CUB CADET and HUSTLER.

As the Continuous Improvement Manager youll be part of our Americas Supply Chain team as a hybrid employee. The Continuous Improvement Manager is responsible for overseeing and enhancing our Quality Training and Reporting team within Customer Care. This role ensures that the Customer Care team is equipped with engaging training and development opportunities a robust and meaningful quality program and data analytics that drive decision making and agent performance. The Continuous Improvement Manager works in a cross functional capacity ensuring that we are always finding ways to make it easier to do business with this role youll get to:

• Analyze current customer care processes identifying inefficiencies and areas for improvement using qualitative and quantitative data.

• Lead a team of quality & reporting analysts to improve upon the customer and agent experience

• Collaborate with cross-functional leaders (Sales Supply Distribution Logistics Finance and Product) to create training and SOP documentation for Customer Care.

• Responsible for reporting and driving improvements based on Customer Satisfaction Surveys Quality initiatives and Productivity needs

• Drive enhancements and projects related to CRM () and ERP (SAP)

• Conduct training and workshops for Business Care teammates in the spirit of continuous improvement and employee development

• Ensure compliance with relevant regulations company policies and customer standards.

• Prepare and present regular reports on customer care performance customer satisfaction and strategic initiatives to Business Care leadership.

The Person:

You always strive to do a good jobbut wouldnt it be great if you could do your job and do a world of good You care about quality at every level. You love to learn and grow and be acknowledged for your valuable contributions. Youre not intimidated by fact you embrace it. You also have:

Desired Skills:

• Advanced computer proficiency (Microsoft Office SAP Excel Business Warehouse)

• Knowledge in Docebo Activate 360 Salesforce Power BI

• Exceptional English language skills both verbal and written are essential.

• Effective project management skills and team leadership skills.

• Strong cross-functional supply chain and customer service process knowledge

• Exceptional analytical skills and problem-solving ability. Strong attention to detail required

• Ability to effectively communicate across all levels of the organization

Desired Experience & Education:

• BA/BS Degree in Supply Chain Management Operations Mgt or related required

• 6 years Customer Service Supply Chain experience

• 3 years People Leader experience

Whats more youll get that pride that comes from empowering makers doers protectors and everyday heroes all over the world. Were more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. Were visionaries and innovators. As successful as weve been in the past we have so much further to go. Thats where you come in. Join us!

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race color religion age sex sexual orientation gender identity national origin disability veterans status or any other protected characteristic.

We Dont Just Build The World We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative tech-driven and highly collaborative team environment supported by over 58000 professionals in 60 countries across the globe. Here youll get the unique chance to impact some of the worlds most iconic brands including STANLEY TOOLS DEWALT CRAFTSMAN MAC TOOLS and Black Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

Were the Worlds largest tool company. Were industry visionaries. Were solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art smart factory products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843 but that hasnt stopped us from evolving into a vibrant diverse global growth company.

Global Benefits & Perks
Youll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What Youll Also Get

Career Opportunity: Career paths arent linear here. Being part of our global company with 60 brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means youll have access to a wealth of state-of-the-art learning resources including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because thats how the best work gets done. Youll find we like to have fun here too.

Purpose-Driven Company:
Youll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism giving back and sustainable business practices.