Business Improvement Manager (CX)

Job Description

United Site Services (USS) makes things happen. From building a skyscraper or new home community to providing services to America's largest music festivals, USS is there every step of the way.

As the industry leader in portable sanitation services, we deliver the best for our customers. But to do that, we need the best people to join our team. That's where you come in!

Position Description

The Business Improvement Manager will be a strategic partner for VP, Customer Experience. It is a critical role in helping to foster a culture of sustainable change to deliver business transformation for sales and service with organizational deployment, process, systems, training and tools. This position will lead short, medium and long-term initiatives tied to USS Customer Experience strategic objectives -- Identify, analyze and manage issues and opportunities that affect revenue, growth, Customer satisfaction and productivity.

 

RESPONSIBILITIES:

  • Create and manage a roadmap of strategic imperatives that drive improvements in the customer experience journey and operational workflow
  • Partner with managers/leaders to meet inbound and outbound activity and growth metrics
  • Be a relentless advocate for the Sales and Service organization by driving process and optimization standards in support of a best-in-class operations and customer experience
  • Partner with Customer Experience and USS functional leaders/stakeholders to establish strategic team plans and goals
  • Develop and provide strategic, sales, operational, and tactical support to the CX team
  • Communicate clearly and often with stakeholders to understand and align on priorities in a changing business environment.
  • Coach a team of quality and training specialists to continuously improve their skills and impact on Customer Experience while growing their careers and aspirations
  • Lead by example in owning initiatives from inception to impact
  • Build strong relationships and partnerships across USS organization
  • Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working
  • Drive business results through interviews, document analysis, requirements workshops, surveys, site visits, business process improvement, business analysis and workflow analysis
  • Champion, demonstrate, and uphold our values: Easy, Safe, & Clean.

Requirements

In order to be successful at this job, here are some SKILLS you should have:

  • Sales/growth and Customer service oriented personality
  • Sales experience with strategy, deployment and growth
  • Strategic thinking + data analytics
    • Highly analytical, experience with collecting, interpreting and deriving insights from data
  • Decision making and problem solving
  • Operations mindset with a passion for driving process improvements that make a measurable impact for internal and external customers
  • Turning an idea/concept into reality
  • Taking initiative/running with it with minimal guidance
  • Negotiation / conflict resolution
  • Project Management
    • A 'completer-finisher' taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
  • Presentation and report generation for executive team
  • Ability to work well as part of a large team
  • Proven capabilities in organizing, motivating and coaching diverse teams of people who consistently deliver above company expectations
  • Excellent written and spoken communication skills
  • Proficient in the use of Microsoft Office - Word, Excel and PowerPoint

Experience & Education

  • MBA preferred or Bachelor's degree (B.S.) from an accredited college or university or equivalent combination of education and experience
  • 10+ years of business process strategy and business process improvement implementation experience in an inside sales/customer support environment
  • Extensive Management & Leadership experience

What's In It For You?

At United Site Services, we provide a competitive benefits package that lets you live life the way you intend. We offer so much more than a regular paycheck; our benefits package is chock full of perks such as paid time off, healthcare, 401K matching, employee assistance programs, Life and AD&D insurance and much more!

What's in it for you?

What's In It For You?

At United Site Services, we provide a competitive benefits package that lets you live life the way you intend. We offer so much more than a regular paycheck; our benefits package is chock full of perks such as paid time off, healthcare, 401K matching, employee assistance programs, Life and AD&D insurance and much more!