Manager, Center of Excellence

Carhartt•Dearborn, MI

1d•Remote

About The Position

The primary purpose of this position is to drive improvements across the process, reporting and technology solutions used within the Customer Care and Fulfillment team. They will deep dive recurring friction points impacting the Customer Care’s team ability to service the business, act as product owner on the Customer Care and Fulfillment IT squad, and provide the forward looking lens for Customer Care to drive change and improvements. Where necessary, this person will develop and support training of new processes or technology as well as understand best practices and solutions in the marketplace by creating connections inside and outside of Carhartt. They will act as an integrator across functional areas where opportunities exist to create synergies and enable process improvements. We Are All Leaders at Carhartt In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being inclusive, recognizing that our differences make us stronger as we strive to build a better world, together, for all hardworking people. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Requirements

A minimum of 8 years combined Order to Cash, technology or process related experience required
5 or more years of experience as a people leader
Advanced knowledge relevant computer applications required including: SAP, Excel, MSWord
Proven record of working in a team-focused environment while maintaining the ability to exercise independent judgment
Strong interpersonal skills and communication skills (both written and verbal) to interact with all levels within the organization
Demonstrate good judgement in selecting methods and techniques for obtaining solutions
Ability to work independently and within a team environment working with minimal supervision – self motivate while keeping the team motivated
Strong organizational, prioritization and multitasking capabilities – work in fast paced environment
Analytical skills to solve complex problems / issues

Nice To Haves

Business Intelligence (Data Warehouse) preferred

Responsibilities

Coach, mentor and develop team of direct reports including; COE Analyst, RSA’s and Project Manager.
Collaborate closely with IT, Customer Care (CC) leadership and business units (where applicable) to ensure the current work and projects are groomed, prioritized and delivered in alignment with business objectives, including acting Product Owner on the CCF IT squad
Proactively identify CC opportunities for improvement in conjunction with those identified with cross-functional partners
Maintain advanced working knowledge of systems (BI and SAP primarily) and processes that are most frequently used or support the Customer Care team
Participate in industry and technology relevant groups and learning opportunities to act as lead influencer and change agent for technology improvements and enhancements.
Drive relevant Customer Care corporative initiatives as they pertain to technology, process or customer-specific improvements
Create connections inside and outside Carhartt to ensure we implement best practice solutions to support future growth
Understand recurring misses to CC metrics and KPIs to support improvements to technology and process that will better enable to team to meet the team’s goals
Actively participate in Data Governance initiatives, contributing to the development, standardization, and enforcement of data quality, ownership, and compliance practices across the organization.
Own and drive the standardization of Customer Care training documentation by leading the initiative to gather, organize, and establish consistent training materials and best practices across teams.
Lead governance and oversight of SAP security, roles, and approval processes under the Center of Excellence (CoE), with the CoE OTC Analyst serving as the primary approver for all Customer Care (CC) functions.
Participate in various GS1 workgroups as applicable to roles and responsibilities