Customer Service Centre Improvement Manager

Grainger Businesses • Edmonton, AB

3d • Hybrid

About The Position

The Customer Service Centre Improvement Manager is responsible for leading and supporting continuous improvement initiatives across Customer Service Centres to enhance customer experience, team member engagement, operational effectiveness, and business performance. The role partners with leaders and cross-functional stakeholders to identify opportunities, implement sustainable solutions, drive standardization, and deliver measurable improvements in service, productivity, quality, and cost performance.

Requirements

• Bachelors Degree or Equivalent Experience
• 5+ Years of experience in a process improvement or operational role
• Experience in Customer Service, process optimization, operations, or business management
• Excellent analytical skills with the ability to solve complex problems in a timely manner, while working closely both internal and external partners/contractors.
• Demonstrates the ability to lead initiatives, manage large scale projects and execute change leadership
• Able to demonstrate situational leadership and lead others not directly under his or her control.
• Continuous Improvement mindset and the ability to act as a strategic thought partner
• Demonstrated abilities in project management and team facilitation to drive results
• Strong communication and influencing skills; capable of speaking in an effective and influential manner to team members and senior leadership.
• Demonstrated ability to manage virtual teams, leveraging necessary technology
• Excellent written, verbal, and presentation skills
• Experience in lean manufacturing tools (i.e. value stream mapping, Kaizen, Spaghetti Diagram, TOC, A3, TPM, root cause problem solving) to identify and develop solutions that drive operational improvement
• Value Stream Mapping, Capability Analysis, experience
• Working knowledge of Lean, Six Sigma, and Kaizen techniques (5S, Standard Work,)
• Proficient in MS Office Suite – Excel, Access, PowerPoint, SAP, Salesforce, Power-Bi, Genesys

Responsibilities

• Lead and execute continuous improvement initiatives that enhance customer service, operational performance, team member engagement, and cost efficiency across Customer Service Centres.
• Serve as the subject matter expert for continuous improvement methodologies, providing coaching, guidance, and thought leadership to leaders and teams.
• May lead and provide direction to continuous improvement professionals, project team members, and cross-functional stakeholders in support of improvement initiatives and business objectives.
• Partner with Customer Service Centre leaders and cross-functional stakeholders to identify, prioritize, and implement sustainable process improvements and operational best practices.
• Facilitate problem-solving workshops, root cause analyses, and process improvement activities to address business challenges and improve performance.
• Develop and implement standardized processes, governance frameworks, and best practices that drive operational excellence and consistency across Customer Service Centres.
• Design and facilitate training, coaching, and capability-building programs, partnering with the appropriate Center of Excellence (COE) when needed, to foster a culture of continuous improvement and operational excellence.
• Lead projects of varying size and complexity, ensuring stakeholder alignment, adoption, and achievement of targeted business outcomes.
• Conduct Go See's, operational reviews, customer interactions, roundtables, workshops, and other field observations to identify opportunities, validate improvements, and support change adoption within Customer Service Centres.
• Successfully tell the story through data and metrics, translating insights into actionable recommendations and measurable business outcomes.
• Identify opportunities to improve service and operational efficiency through process optimization, automation, and technology-enabled solutions in partnership with key stakeholders.

Benefits

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level