Operational Excellence Lead

About the role

This role supports the delivery of a simple, consistent customer experience positively impacting customer retention and income generation within the M&C Sales Operations team.

Responsibilities

• Support integrated solutions across cross-functional teams to drive continuous improvement and deliver operational excellence in getting customer basics right to provide our customers a seamless experience.
• Enable an effortless customer transactional experience through automation, standardization, and process simplification.
• Lead to Contract processes, specifically for Branded and Franchise operations.
• Leverage Agile principles to inspire change & automation in end-to-end processes across Branded and B2B Commercial businesses.
• Engage with I&E Product management (Salesforce, bp Connection, DocuSign).
• Support discovery squads for digital agenda, prioritization, and new business opportunities.
• Monitor trends, analysis, metrics, and response plans to achieve & sustain desired levels of performance vs. targeted KPIs.
• Connect digital through to process standardization and optimization.
• Identify and prioritize CI and enhancement feature requests from the business and system modifications required to support new programs, new products, and organization changes.
• Maintain process documentation and train team members in process changes, system implementations, and policy changes.
• Optimize the end-to-end Order 2 Cash value chain to achieve operational excellence in our service levels, process performance, and ease of doing business.

Requirements

• Education: Bachelor’s Degree, Business, Marketing, Finance, Operational Management (or related)
• Experience: Strong Salesforce &/or Customer Portal - 2+ years of experience. At least 5 years of experience in relationship management, process improvement, and strategic project enablement.
• Skills: Strong Experience with Microsoft Excel (data manipulation and validation), Experience with performance management and visualization tools, Power BI, Adept in the use of the Agile methodology to manage a large volume of deliverables and drive project delivery, Experience with Knowledge management tools and documentation, Substantial customer engagement, order 2 cash knowledge and business operational experience in B2B AND B2C, Experience with leading large programs and initiatives to successful outcomes, Strong application, knowledge, and experience in Digital and System advancements and transformations programs, Proven track record of success in improving customer experience, operations, and business performance, Experience working with multi-functional collaborators, Experience with Commercial contract management life cycle.

Qualifications

• Leadership values, behaviors, and soft skills that care for, inspire, & motivate teams.
• Excellent interpersonal and influencing skills; ability to connect at all levels and across the organization.
• Proven record of project management and/or coordination experience.
• Experience with Azure Dev Ops (ADO) a plus.
• Possess resilience, tenacity, and the drive to see things to the end.
• Able to quickly identify issues, articulate solutions and solve complex problems.
• Intellectual curiosity to challenge the status quo & provide innovative ideas balanced with the ability to deliver tangible results.
• Data driven, with a strong financial and performance foundation.
• Advanced Microsoft Office skills, specifically Excel and PowerPoint.
• Knowledge of Power BI, Tableau and Big Data Analytics a plus.
• Experience with SAP, Salesforce, and customer portals.

Benefits

• Discretionary annual bonus program
• Long-term incentive program
• Generous retirement benefits including a 401k matching program
• Health, vision, and dental insurance
• Life and Short-Term Disability and Long-Term Disability

Pay

$110,000 - $130,000 (Minimum & Maximum)

Schedule

Up to 10% travel should be expected with this role

Relocation Assistance

This role is not eligible for relocation

Remote Type

This position is a hybrid of office/remote working