Customer Service Project Manager

We heard you knock!

The Customer Service Project Manager provides project management and analytical support and reporting to the Retail/Wholesale Customer Service Division by extraction of data, data analysis, and process improvement initiatives. Prepares and analyzes ad hoc operational and performance reporting on a continual basis. Generates summaries of data explaining cause and effect of business trends and anomalies, while providing detailed conclusions that support business planning as well continual validation of key performance indicators (KPIs) to determine business initiatives’ success. This is a fully remote position however, candidates must live within 50 miles from the Masonite's Ybor/Tampa Headquarters office.

Main Responsibilities And Accountabilities

• Implements consistent processes based on identified opportunities that drive improved Masonite results. This includes the oversee of the entire life cycle process change (research, mapping, job aides, metrics development, change management and performance reporting)
• Ability to travel up to 20%.
• Participates in cross functional Kaizens as a customer service process expert
• Develops basic/intermediate models for analyzing new business opportunities, efficiency initiatives, or other business issues by structuring large data sets to find usable information
• Validates reporting accuracy while managing distribution on a consistent basis.
• Provides support for project based strategic company initiatives and the development of detailed project plans to monitor and track progress.
• Able to use complex joins, subqueries, analytical functions to return clean, comprehensive, and relevant datasets.
• Performs additional duties as assigned.
• Troubleshoot and diagnose data quality issues and anomalies and offer data finings and analysis outcomes
• Performs cost/benefit and ROI analysis ad hoc for management.
• Collaborate with team members to collect and analyze data
• Compiles and loads data received from other departments utilizing spreadsheet and database applications. Uses graphs, infographics and other methods to visualize data.
• Performs additional duties as assigned.
• Assists with coordinating data conversion and testing plans for new system enhancements.
• Assists in preparation for management reviews and budgeting activities, as required.

Minimum Qualifications And Experience Requirements

• Demonstrated advanced capability with Microsoft Excel including access database experience
• PMP certification preferred.
• Must be a self-starter, flexible and able to work on time sensitive projects with minimal supervision
• Demonstrated ability to lead and manage a project.
• Bachelor’s Degree in Business or related subject required
• 2-4 years of related experience, supply chain or manufacturing a plus
• Advanced level of statistical and analytical based thinking
• Ability to communicate effectively with management while building strong working relationships with others
• Ability to consolidate complex data/ information into concise communications points
• Quantitative analysis skills (Business forecasting and statistics)
• Proficient in PowerBI and SQL
• Lean, Six Sigma or other process improvement training and certification.

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