Continuous Improvement Manager at Window Nation in Fulton, MD
Position Summary Our Continuous Improvement & Quality Manager is responsible for establishing and maintaining programming to (1) assess the effectiveness of support resolutions and (2) create a customer-centric, organization-wide approach to identifying areas of opportunity. Our CIQ Manager builds cross-functional processes to improve key performance indicator metric(s). Primary Accountabilities Measure QA Process scores (adherence to process) Develop heat maps of QA process scores by contact type, site, and shift (informs continuous improvement and/or Assisted Service coaching) Develop heat maps of resolution scores by contact type, site, and shift (informs continuous improvement and/or Assisted Service coaching) Develop an assisted support Quality rubric measuring both process & behavioral elements Run QA calibration sessions (gauge R&R of measurement for Quality team and front-line leaders) Provide weekly & monthly Quality performance reporting to the leadership team Liaise with Learning and Development and People Operations leadership to ensure training needs identified and tended Monitor the levels of quality provided to customers using internal quality tools Education Experience Demonstrated Abilities BS/BA degree in related field and/or 5
years of experience in operations Flexible. Must be able to travel at least 50% of the time as needed (actual travel may be higher/lower at times depending on current projects) A Proven Executor:
Knows what great looks like in relation to scalable support solutions with experience owning, building and optimizing best in class help. Ability to juggle multiple projects simultaneously A Strategic Thinker:
Displays critical thinking; able to evaluate performance and success of programs and processes and identify how to change and improve them. Able to identify opportunities that provide meaningful impact. Able to identify trends and patterns and champion implementation of the process changes/new ideas within the functional area. Proven ability to simplify strategy into simple actions Process and Data Driven:
Knowledge of Kaizen, six sigma, lean, or other data-driven approaches to derive process improvement opportunities using quantitative and qualitative analysis. Able to take the analysis and present a compelling vision for change by translating data into insights that drive measurable impact on the customer experience Stakeholder Manager and Influencer:
Track record of managing cross-functional initiatives. Ability to distill complicated topics into language that anyone can understand Communication:
Ability to communicate clearly and effectively with all internal and external stakeholders. You communicate clearly, both verbally and in writing. You communicate sensitively, listening carefully to ensure you've understood others and checking that the information you've shared is understood. You use your influencing skills to help others understand objectives and priorities. You resolve conflicts in a constructive way. You create a team environment that encourages sharing, ensuring your team has enough time/resources for collaborative working within and as required, beyond the team. Customer Centricity:
Oriented towards the needs of the client/customer (internally and externally). Builds strong cross-functional relationships in service to deliver customer-centric solutions
Salary Range:
$100K -- $150K
Minimum Qualification
Process Management, Plant & Facilities ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years of experience in operations Flexible. Must be able to travel at least 50% of the time as needed (actual travel may be higher/lower at times depending on current projects) A Proven Executor:
Knows what great looks like in relation to scalable support solutions with experience owning, building and optimizing best in class help. Ability to juggle multiple projects simultaneously A Strategic Thinker:
Displays critical thinking; able to evaluate performance and success of programs and processes and identify how to change and improve them. Able to identify opportunities that provide meaningful impact. Able to identify trends and patterns and champion implementation of the process changes/new ideas within the functional area. Proven ability to simplify strategy into simple actions Process and Data Driven:
Knowledge of Kaizen, six sigma, lean, or other data-driven approaches to derive process improvement opportunities using quantitative and qualitative analysis. Able to take the analysis and present a compelling vision for change by translating data into insights that drive measurable impact on the customer experience Stakeholder Manager and Influencer:
Track record of managing cross-functional initiatives. Ability to distill complicated topics into language that anyone can understand Communication:
Ability to communicate clearly and effectively with all internal and external stakeholders. You communicate clearly, both verbally and in writing. You communicate sensitively, listening carefully to ensure you've understood others and checking that the information you've shared is understood. You use your influencing skills to help others understand objectives and priorities. You resolve conflicts in a constructive way. You create a team environment that encourages sharing, ensuring your team has enough time/resources for collaborative working within and as required, beyond the team. Customer Centricity:
Oriented towards the needs of the client/customer (internally and externally). Builds strong cross-functional relationships in service to deliver customer-centric solutions
Salary Range:
$100K -- $150K
Minimum Qualification
Process Management, Plant & Facilities ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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