Manager, Innovation Process Excellence

Manager, Customer Operations Innovation & Process Excellence

Diageo is a global leader in alcohol with an outstanding collection of brands including Johnnie Walker, Crown Royal, Bulleit and Buchanan’s whiskies, Smirnoff, Ciroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray, and Guinness!

Our performance ambition is to be one of the best performing, most trusted and respected consumer products companies in the world. We are proud of the brands we make and the enjoyment they give to millions. We are passionate about alcohol playing a positive role in society as part of a balanced lifestyle. It is central to our purpose to celebrate life, every day, everywhere!

Diageo is listed on both the New York Stock Exchange (Deo) and the London Stock Exchange (DGE). For more information about Diageo, our people, our brands, and performance, visit us at www.diageo.com. Visit Diageo’s global responsible drinking resource, www.DRINKiQ.com, for information, initiatives, and ways to share standard methodology.

Role Description

The Supply Customer Operations Innovation & Process Excellence manager will serve as a key point of contact for the Commercial and broader Supply leadership teams. This role is responsible for M&A, innovation, renovation, and VAP project management for customer operations, including resourcing, SAP pre-order management activities including project updates, master data setup, allocations, and project escalations.

The role will Partner with our Customer Operations teammates to identify and implement process improvements that drive the order management process, system, and reporting efficiencies. The role will work across organizational boundaries to ensure process consistency. This role will also be accountable to establish the governance, key critical metrics and metrics to support program launches.

Responsibilities

• Prioritize and handle high volume of requests based on business requests and project timing
• Monitor implemented processes for adoption and compliance
• Evaluate existing processes
• Lead business process improvement/transformation efforts working across interpersonal boundaries to ensure process consistency and adoption
• Run the M&A integrations, innovation, renovation, and VAP projects for US Spirits Customer Operations including SAP pre-order management activities including project updates, master data setup, allocations, and project escalations.
• Drive the on-going development and refinement of Customer Operations processes and metrics to drive continuous improvements and efficiencies in service, cost, cash, and quality
• Lead and support new product startups and product discontinuations
• Establish and continuously improve business relationships with key State, Commercial and Finance team contacts; Handle appropriate communications and expectations
• Proactively address and communicate issues that might impact project timelines, product launch, product on shelf, allocations, order entry or shipments by State/Customer
• Lead OTC team who serves as the subject authority within the Customer Operations team for day-to-day activities, including Project Management, Order Management, Allocations, Block management, ATP functionality and reporting tools (i.e., Diageo Connect, Supply Lynx, VIP, etc.)

Qualifications & Experience Required

• Coach and develop team members
• Bachelor’s degree preferred (supply chain, business management, or related fields), advanced degree a plus
• Experienced project and change management capabilities including prioritizing a complex and time demanding workload
• Ability to work in a cross functional team at a global level
• 5+ yrs. of experience in customer service, supply chain planning or logistics, roles within the Beverage alcohol industry or a fast-paced CPG company
• Strong partner engagement and influencing skills
• Broad & deep understanding of OTC Process
• Able to work independently and prioritize effectively
• Record of consistent performance and delivery (what & how of performance)
• Analytical capabilities and critical thinking skills

Top Leadership Capabilities For This Role

• Experience collaborating with senior partners and in holding them to account where standards are not being achieved
• Strong engagement and influencing skills required
• Ability to influence and coach with or without direct accountability, supporting market-based team to achieve results, requires strong relationship management and communication and interpersonal skills
• Ability to drive performance through others, supporting colleagues and ensuring focus on delivery
• Display elevated levels of energy and commitment, relentless in the pursuit of goals in an environment of complexity, and ambiguity

Barriers To Success

• Inability to influence team and communicate effectively
• Failure to establish clear priorities
• Inability to rapidly understand and respond to market changes and dependencies
• Inability to influence Senior Leaders, to inspire the team and motivate others
• Inability to respond to change

Worker Type

Regular

Primary Location:

Stamford

Additional Locations :

Job Posting Start Date

2023-05-03

Salary Range

Minimum Salary:

$98693

Maximum Salary

$164488

At Diageo certain roles are eligible for additional rewards, including annual incentive payment and stock awards. US-based employees are eligible for healthcare benefits, retirement benefits , short-term and long-term disability coverage, basic life insurance, wellness benefits and industry leading parental leave, among others. (Benefits/perks listed may vary depending on the nature of your employment with Diageo and the country where you work.) The salary range displayed is the salary range for the role’s primary location.