Manager - Business Process Improvement

Airgas Inc • Fort Wayne, IN

50d • $85,000 - $100,000

About The Position

The Manager - Business Process Improvement is responsible for managing the implementation of Customer Experience (CX) standards and improving operating metrics by promoting a business process excellence culture through Continuous Improvement (CIMP). This critical role leads training for all customer-facing associates on applicable Airgas systems such as Google Kite, SAP, and Business Warehouse. Candidates must be proficient in all Airgas operating systems to effectively deliver training to a variety of associates, including new hires and existing staff. By creating a high level of competency and practical use of these systems, the role directly contributes to an improved customer experience through reduced errors and increased accuracy.

Requirements

• 3-5 years of progressive professional experience including customer experience and/or business process improvement/quality management experience
• Experience successfully leveraging business analytics to inform decisions
• Systematic problem solver focused on implementing solutions to solve root cause problems
• Demonstrated understanding of modern data analysis principles and Artificial Intelligence (AI) concepts, with an aptitude for teaching practical applications of AI tools in a business environment.
• Comfortable with out of the box thinking and challenging status quo
• Strong ability to partner across a complex, decentralized organization and influence outcomes at all levels
• Ability to communicate and deliver presentations with impact.

Responsibilities

• Lead and deliver comprehensive hands-on, classroom, and virtual training to customer-facing associates on Airgas operating systems (including SAP, Google Kite, and Business Warehouse) to close skill gaps and build high-level system competency.
• Develop and maintain all training content and materials, such as training aids, documents, videos, webinars, and "quick tips," in collaboration with business partners.
• Drive business process excellence by coaching peers and leaders on transformational change, communicating improvement philosophies, and developing Customer Experience (CX) initiatives to reduce the Customer Effort Score (CES).
• Act as the regional champion for the adoption of Artificial Intelligence (AI) tools, specifically Google Gemini, identifying opportunities for automation, enhanced analysis, and improved decision-making.
• Provide immediate support to associates via phone, chat, or email for core systems including SAP, Salesforce CRM, Power BI, and Gemini when not actively engaged in training.

Benefits

• medical, dental, and vision plans
• vacation, sick time, floating holidays, and paid holidays for full-time employees
• progressive parental leave package
• 401k plan with company matching funds
• tuition reimbursement
• discounted college tuition for employees' dependents
• Airgas Scholarship Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Building Material and Garden Equipment and Supplies Dealers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees