System & Process Enablement Manager

Masco • Indianapolis, IN

12d • $103,700 - $163,020

About The Position

At Delta Faucet, we are committed to transforming everyday experiences with water through innovative products and exceptional service. As a leader in the plumbing industry, we take pride in our dedication to quality, sustainability, and customer satisfaction. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence. Your role at Delta Faucet: Are you prepared to direct a top-performing customer service team at Delta Faucet Company? You will enhance processes by using Masco Operating System (MOS) tools and actively seek optimization opportunities. The role will empower the Customer Solutions team through strategic collaboration with Information Services (IS) and technology vendors. As the System & Process Enablement Manager, you will oversee the implementation of initiatives, ensuring they integrate seamlessly and align with our business objectives. This is your chance to define an exceptionally positive impact on our team!

Requirements

• Bachelor’s degree or equivalent experience in Business Administration, Customer Service Management, or a relevant field of study.
• Over 5 years of experience in leading customer service, demonstrating a proven track record of successfully leading teams to success.
• Strong leadership and team management skills, with the ability to motivate and encourage others.
• Outstanding verbal and written communication skills.
• Ability to analyze data, interpret trends, and make informed decisions.
• Proficiency in customer service software systems and related tools is vital.
• Deep understanding of customer needs and a dedication to providing world-class service.
• Understanding service metrics and their impact on company performance.

Responsibilities

• Employ tools from the Masco Operating System (MOS) to detect inefficiencies in processes and pinpoint areas for optimization.
• Lead a team of six technology leads assigned with maintaining and improving customer solutions systems.
• Translate business needs into scalable, tech-enabled capabilities.
• Collaborate with Information Services (IS) and external vendors to synchronize on solution creation and delivery.
• Identify and deliver technology solutions that boost the efficiency of the customer support team.
• Lead implementation efforts, ensuring timely, efficient, and high-quality delivery.
• Ensure solutions are seamlessly coordinated and aligned with organizational goals.
• Develop and accomplish initiatives that drive operational excellence and enhance customer value.
• Establish metrics to track the success of implemented solutions and improvement efforts.
• Share regular updates with collaborators on progress, risks, and outcomes.

Benefits

• Culture: Recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Wellbeing: Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Learning & Development: LinkedIn Learning access; internal opportunities to work on projects cross-company.
• Social Impact: Four employee-led and self-directed Business Resource Groups; Paid volunteer day annually; Employees share their time, skills and talent with charities and nonprofit organizations across the U.S. and around the globe.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees