Continuous Improvement & Customer Experience Manager

Daimler Truck•Detroit, MI

1d•$128,000 - $164,000•Onsite

About The Position

At Detroit®, we power the future of commercial transportation. Within Powertrain Operations, we are committed to Operational Excellence, a strong Lean culture, and delivering world‑class products and customer experiences. Our success is built on empowered people, disciplined processes, and an unwavering focus on value creation. The Continuous Improvement & Customer Experience Manager is a high‑impact leadership role within Operations Excellence, responsible for advancing Lean thinking, continuous improvement, and customer experience excellence across Powertrain Operations and our closest cross-functional partners. This role operates at the intersection of global strategy, plant execution, and customer engagement, shaping both how we work and how customers experience the Detroit® brand. This position combines three closely integrated responsibilities: • Global Powersystems Lean and Continuous Improvement leadership • Truck Operating System (TOS) deployment and sustainment for Detroit & Saltillo Powersystems • Detroit® Customer Experience leadership Posting Information We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected. We Take Care of Our Team Position offers a starting salary range of $128,000 – $164,000 USD Pay offered dependent on knowledge, skills and experience. Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans. What You Drive at DTNA Operational Excellence & Lean Leadership Define, deploy, and sustain Lean strategy through the Truck Operating System (TOS), ensuring alignment with plant and functional leadership through a comprehensive plant BlueSky and Hoshin Kanri process. Lead KPI‑driven continuous improvement initiatives that improve safety, quality, delivery, cost, and employee engagement. Define plant wide optimization initiatives through an annual TOS/CI road mapping process, establish and maintain strong and effective communication to Detroit plant leadership team. Establish a wholistic CI initiative reporting and tracking system to create transparency on realized cost improvements for the Financial Business Unit Planning and improve resource management based on efforts vers. needs. Assist all cross-functions with initiative onboarding and training with the tool. Embed Lean principles (such as Value Stream Mapping, Process Mapping, Kaizen, TOS methods etc.) into daily operations, new processes, and product launches to drive sustainable performance. Position Detroit® TOS/CI Office as a Lean Service organization that effectively shapes the Lean Mindset and CI empowerment within operations and cross‑functional partners. Capability & Culture Building Design and deliver Lean and CI training and education offers within the GPO CI Lean Academy Pyramid for hourly and salaried employees at all organizational levels. Lead, coach, and develop a diverse team of Lean practitioners and operational leaders to conduct effective and regular TOS workshop/kaizen or training initiatives according to regular department planning, facilitation and reporting/tracking standards. Build a strong, self‑sustaining Lean culture rooted in accountability, learning, and continuous improvement through the establishment of Lean multipliers in all facets of the business at all levels. Initiate regular interdepartmental rotations (Salaried: Lean Consultant - TOS Supervisor, Global Lead/Key Account, Hourly: Key Account Lean Specialist LC Consultant etc.) to ensure full range of competencies. Organize regular rotations with external departments to ensure proliferation of lean knowledge and fulfillment of trainee pipeline. Facilitate exchange of Lean Trainees between internal departments and global partners (DTNA, TT/O etc.) Support administration of Team Leader training, evaluations and program development throughout the business Global Powersystems CI Leadership Serve as Global Powersystems CI Lead, coordinating CI strategy (yearly Hoshin Kanri Cycle for all plants), governance, reporting, and best‑practice sharing across Powertrain Operations through half-year global TT/O (GPO) CI SteerCo meetings and GPO CI Cup Enable strong collaboration with Daimler Truck stakeholders across DTNA, TT/O, and global partners (LCQP, DTNA Pitch Meetings, DTNA Awards etc.) and foster and support exchange of LC trainees and consultants between Daimler Truck plants Drive global alignment while encouraging local ownership and innovation. Customer Experience Leadership Own the strategy and execution of Detroit® customer plant tours, delivering a consistent, best‑in-class experience. Lead cross‑functional collaboration to evolve the Detroit® Customer Welcome Center as a flagship representation of our products, culture, and operational excellence. Translate operational excellence into a compelling customer story that reinforces brand trust and pride and supports HR’s sustainable recruiting efforts. Leadership Impact and Value to the Business This role acts as a change leader, capability builder, and brand ambassador. Lead and develop a diverse team of salaried and hourly team members, fostering inclusion, engagement, and continuous development. Act as a trusted partner to Operations and cross-functional organizations, influencing without authority and driving alignment across functions and geographies. Serve as a change leader and role model for Lean leadership behaviors within the Detroit® and Daimler Truck culture. Represent Detroit® with credibility, professionalism, and customer focus. What Success Looks Like Success is defined by measurable operational improvements, a deeply embedded sustainable Lean Culture, strong global CI alignment, and a customer experience that reflects the quality, power, precision and pride of the Detroit® and Daimler Truck brand. What We Offer - Why to join Detroit® Operational Excellence Team A leadership role with high visibility and meaningful impact, influencing both operational performance and customer experience. The opportunity to shape the future of Operational Excellence and Lean culture within a global, purpose-driven organization. The chance to represent and strengthen the Detroit® brand, directly connecting customers to the power, quality, and pride behind our products. A collaborative, inclusive work environment that values diversity, personal accountability, and continuous development. Professional growth through exposure to global operations, cross-functional leadership, and strategic initiatives within Daimler Truck. A culture that prioritizes safety, integrity, sustainability, and respect, while empowering employees to improve every day.

Requirements

Bachelor’s degree in Engineering, Operations, Business, or a related field (Master’s preferred).
6+ years of relevant experience, including demonstrated leadership in Continuous Improvement / Lean initiatives in a manufacturing or operations environment, preferably within powertrain, automotive, or complex industrial settings, including 2 years of group leader/supervisory/project lead experience are required.
Strong working knowledge of Lean principles and tools (e.g., value stream management, problem solving, standard work, Kaizen etc).
Experience deploying or sustaining an operating system (TOS, BOS, SPS, or similar).
Proven ability to lead through influence and collaborate across disciplines, cultures, and global organizations.
Strong leadership skills with experience managing diverse salaried and hourly teams.
Ability to drive results KPI based in a challenging and dynamic environment by means of vision & purpose, motivational and goal-oriented leadership
Lean Consultant trainee / Lean Specialist or alternative work-based involvement into lean methodologies.
Excellent communication, facilitation, and change management leadership skills.
Customer‑facing experience with confidence engaging leaders and stakeholders.
Track record of “self-starter” and ability to work independently without direct supervision (strong in self-organization and time management)
Demonstrate organizational and time management skills
A mindset rooted in continuous learning, diversity equity, inclusion, and empowerment, aligned with Daimler Truck leadership principles.
Willingness to travel occasionally (approximately 2–4 trips per year).

Nice To Haves

8+ years of related experience preferred
3+ years direct supervisory/leadership experience managing diverse salaried and hourly teams
DTNA Lean Consultant/Lean Coach or comparable Lean knowledge and experience
Active engagement/participation in job rotational opportunities when presented
German language proficiency (preferred/not required)

Responsibilities

Define, deploy, and sustain Lean strategy through the Truck Operating System (TOS), ensuring alignment with plant and functional leadership through a comprehensive plant BlueSky and Hoshin Kanri process.
Lead KPI‑driven continuous improvement initiatives that improve safety, quality, delivery, cost, and employee engagement.
Define plant wide optimization initiatives through an annual TOS/CI road mapping process, establish and maintain strong and effective communication to Detroit plant leadership team.
Establish a wholistic CI initiative reporting and tracking system to create transparency on realized cost improvements for the Financial Business Unit Planning and improve resource management based on efforts vers. needs.
Assist all cross-functions with initiative onboarding and training with the tool.
Embed Lean principles (such as Value Stream Mapping, Process Mapping, Kaizen, TOS methods etc.) into daily operations, new processes, and product launches to drive sustainable performance.
Position Detroit® TOS/CI Office as a Lean Service organization that effectively shapes the Lean Mindset and CI empowerment within operations and cross‑functional partners.
Design and deliver Lean and CI training and education offers within the GPO CI Lean Academy Pyramid for hourly and salaried employees at all organizational levels.
Lead, coach, and develop a diverse team of Lean practitioners and operational leaders to conduct effective and regular TOS workshop/kaizen or training initiatives according to regular department planning, facilitation and reporting/tracking standards.
Build a strong, self‑sustaining Lean culture rooted in accountability, learning, and continuous improvement through the establishment of Lean multipliers in all facets of the business at all levels.
Initiate regular interdepartmental rotations (Salaried: Lean Consultant - TOS Supervisor, Global Lead/Key Account, Hourly: Key Account Lean Specialist LC Consultant etc.) to ensure full range of competencies.
Organize regular rotations with external departments to ensure proliferation of lean knowledge and fulfillment of trainee pipeline.
Facilitate exchange of Lean Trainees between internal departments and global partners (DTNA, TT/O etc.)
Support administration of Team Leader training, evaluations and program development throughout the business
Serve as Global Powersystems CI Lead, coordinating CI strategy (yearly Hoshin Kanri Cycle for all plants), governance, reporting, and best‑practice sharing across Powertrain Operations through half-year global TT/O (GPO) CI SteerCo meetings and GPO CI Cup
Enable strong collaboration with Daimler Truck stakeholders across DTNA, TT/O, and global partners (LCQP, DTNA Pitch Meetings, DTNA Awards etc.) and foster and support exchange of LC trainees and consultants between Daimler Truck plants
Drive global alignment while encouraging local ownership and innovation.
Own the strategy and execution of Detroit® customer plant tours, delivering a consistent, best‑in-class experience.
Lead cross‑functional collaboration to evolve the Detroit® Customer Welcome Center as a flagship representation of our products, culture, and operational excellence.
Translate operational excellence into a compelling customer story that reinforces brand trust and pride and supports HR’s sustainable recruiting efforts.
Lead and develop a diverse team of salaried and hourly team members, fostering inclusion, engagement, and continuous development.
Act as a trusted partner to Operations and cross-functional organizations, influencing without authority and driving alignment across functions and geographies.
Serve as a change leader and role model for Lean leadership behaviors within the Detroit® and Daimler Truck culture.
Represent Detroit® with credibility, professionalism, and customer focus.

Benefits

annual bonus program
401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
starting at 4 weeks paid vacation
13+ calendar holidays
8 weeks paid parental leave
employee assistance program
comprehensive healthcare plans and wellness programs
onsite fitness (at some locations)
tuition assistance and volunteer paid time off
short-term and long-term disability plans