Customer Service Process Excellence & Systems Manager
On-siteConshohocken, Pennsylvania, United States
Job Summary
Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes, identifying opportunities to improve service quality, efficiency, and process standardization. Conduct process mapping, value-stream analysis, and root-cause investigations to develop and implement standardized best practices across regions. Drive initiatives to automate manual processes using workflow automation, robotic process automation, and AI-enabled solutions, while evaluating business cases for productivity gains and return on investment. Serve as the business owner for Customer Service technology platforms, defining requirements for system enhancements and partnering with IT to execute technology roadmaps. Analyze end-to-end O2C performance to identify bottlenecks and drive improvements in order management, dispute resolution, and fulfillment processes. Lead organizational change efforts associated with transformations, developing communication and training plans to drive successful adoption and measure user engagement. Manage a portfolio of improvement and systems initiatives, prioritizing projects based on business value and strategic alignment while tracking realized operational and financial benefits.
Required Qualifications
- Continuous improvement strategy and roadmap experience
- Process mapping experience
- Value-stream analysis experience
- Root-cause investigation experience
- Process standardization experience
- Workflow automation experience
- Robotic process automation (RPA) experience
- AI-enabled solutions experience
- Digital tools implementation experience
- Business case development experience
- Benefits realization tracking experience
- Technology platform ownership experience
- Business requirements definition experience
- System integration experience
- Technology roadmap management experience
- User acceptance testing experience
- System deployment readiness management experience
- End-to-end Order-to-Cash (O2C) performance analysis experience
- Order management process improvement experience
- Customer communications process improvement experience
- Dispute resolution process improvement experience
- Invoicing process improvement experience
- Fulfillment process improvement experience
- Process redesign experience
- Global standardization initiative experience
- Organizational change management experience
- Stakeholder engagement planning experience
- Training material development experience
- Documentation management experience
- Project portfolio management experience
- Project prioritization based on business value experience
- Strategic alignment assessment experience
- Risk identification and mitigation experience
- Operational benefits tracking experience
- Financial benefits reporting experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.