Customer Experience Process Manager -Remote

About Us
Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.
Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!
Find out more about CE at www.carrierenterprise.com.
Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).
Customer Experience Process Manager

Overview

CE is seeking a talented individual to identify and implement improvements to help transform our customer experience. This role will be at the center of accelerating CE’s ability to deliver against its Omni channel strategy by establishing best-in-class capabilities (policy, process, tools), management processes, and leading transformation initiatives. The scope of the transformation initiatives will span the entire Customer Journey with the goal of understanding customer needs and executing business process enhancements, while partnering closely with the leaders of the functions and business. The objective of the position is to lead the organizational transformation from a traditional distributor model to a best-in-class model that is data driven, utilizes technology, and optimizes processes. Experience in process mapping, facilitation and Salesforce is a must as well as practical application of process improvement methodologies such as Lean or Six Sigma.

Responsibilities

The Customer Experience Process Manager will regularly interact with field teams and senior management on developing standard processes and metrics for digital, marketing, and sales planning for CE. The ideal candidate is energetic, flexible, highly organized, well versed in process improvement methodologies, can quickly grasp business needs and issues, is comfortable deriving meaning and relevance from raw data as well as bringing structure to ambiguous situations, and has strong facilitation and influence skills at the senior level.

Responsibilities Include

• Development and implementation of a framework for leadership decision-making and monitoring processes to ensure delivery against business objectives
• Participate in and drive forums for collaboration to leverage best of breed sharing, perform root cause analysis and cross functional remediation and improvements.
• Facilitating process definition and standardization (AS-IS, TO-BE, gap analysis) with all key stakeholders
• Documenting and maintaining all Customer Experience processes in a digital repository and assists in the development of training material
• Identification, definition, planning and execution for transformation and operational improvement initiatives, including leadership of initiatives as required
• Identification of unmet or underserved needs of the organization, continuously evaluates, minimizes complexities, optimizes, and improves processes
• Continuously drive the culture toward a higher level of reducing waste and creating value
• Serves as a change agent to the organization. Collaborates and influences sales and marketing leadership to transform the continuous improvement culture.
• This individual will interface with numerous internal groups (all levels of management) and must be able to quickly form productive and positive working relationships with staff with varying technical and business backgrounds and skill levels across cross-functional organizations.

Requirements

Qualifications

• Ability to mentor and facilitate culture change in an environment with varying acceptance
• Demonstrated entrepreneurial skills with the ability to work effectively in a fast paced and changing environment with multiple priorities
• Demonstrated ability to work well with individuals and groups at all levels of the organization and different pieces of a complex business chain
• Strong team player and leader with the ability to work across multiple functions and disciplines
• Strong analytical skills and applied knowledge of problem solving
• Proficiency with personal computer applications, required (Excel, Word, Visio, MS Project and Power Point)
• Proven ability to collaborate in a team environment
• Minimum 5+ years of demonstrated experience leading and facilitating continuous improvement initiatives
• Salesforce or similar CRM experience
• Demonstrated ability to drive positive results in a highly dynamic, quickly evolving, fast growing organization
• Minimum of 5 years of relevant experience in e-commerce, customer service or operations discipline
• Bachelor’s degree and MBA highly desired.
• Proven leadership, team building, communication, presentation, interpersonal, and coaching skills
• Excellent verbal/written communication skills
• Demonstrated change management skills
• Demonstrated ability to lead others through influencing
• Proven proficiency in problem solving, root cause, processes and concepts (Six Sigma or like approach a plus)
• Skilled in organization, prioritization and attention to detail