Continuous Improvement Manager

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Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

As the Continuous Improvement Manager, you’ll be part of our Americas Supply Chain team as a hybrid employee. The Continuous Improvement Manager is responsible for overseeing and enhancing our Quality, Training, and Reporting team within Customer Care. This role ensures that the Customer Care team is equipped with engaging training and development opportunities, a robust and meaningful quality program, and data analytics that drive decision making and agent performance. The Continuous Improvement Manager works in a cross functional capacity, ensuring that we are always finding ways to make it easier to do business with us.

Responsibilities include:

• Analyze current customer care processes, identifying inefficiencies and areas for improvement using qualitative and quantitative data.
• Lead a team of quality & reporting analysts to improve upon the customer and agent experience
• Collaborate with cross-functional leaders (Sales, Supply, Distribution, Logistics, Finance, and Product) to create training and SOP documentation for Customer Care.
• Responsible for reporting and driving improvements based on Customer Satisfaction Surveys, Quality initiatives and Productivity needs
• Drive enhancements and projects related to CRM (Salesforce.com) and ERP (SAP)
• Conduct training and workshops for Business Care teammates in the spirit of continuous improvement and employee development
• Ensure compliance with relevant regulations, company policies, and customer standards.
• Prepare and present regular reports on customer care performance, customer satisfaction, and strategic initiatives to Business Care leadership.

The Person

You always strive to do a good job…but wouldn’t it be great if you could do your job and do a world of good? You care about quality – at every level. You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. In fact, you embrace it. You also have:

Desired Skills:

• Advanced computer proficiency (Microsoft Office, SAP, Excel, Business Warehouse)
• Knowledge in Docebo, Activate 360, Salesforce, Power BI
• Exceptional English language skills, both verbal and written, are essential.
• Effective project management skills and team leadership skills.
• Strong cross-functional supply chain and customer service process knowledge
• Exceptional analytical skills and problem-solving ability. Strong attention to detail required
• Ability to effectively communicate across all levels of the organization

Desired Experience & Education:

• BA/BS Degree in Supply Chain Management, Operations Mgt, or related required
• 6+ years Customer Service, Supply Chain experience
• 3+ years People Leader experience

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status, or any other protected characteristic.

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Appliances, Electrical, and Electronics Manufacturing
• Industrial Machinery Manufacturing
• Manufacturing