A process-driven leader and change agent responsible for optimizing the processes and business systems related to customer care (MRO & PMO), inventory management, and business systems.
Will be responsible for leading the MSOL continuous improvement team and quality & training team. This individual will play a key role in the Measurement Solutions Latin America leadership team and be a driver of continuous improvement efforts for the region.
In partnership with local MSOL LAM business leaders, own the customer experience (including capturing data / issues, managing a closed-loop feedback system, executing improvements, and reporting performance to management)
Lead collaboration amongst the LAM leadership team, MSOL leadership team, operations teams, and continuous improvement board to drive improvements for the region
Streamline processes, with a focus on driving innovation, increasing efficiency, and eliminating waste while adhering to global and LAM standardization efforts
Lead, coach, and develop a team of continuous improvement analysts, as well as a team of trainers responsible for the development of training collateral, quality documentation, and customer care quality audits
Play a key role in LAM Customer Care strategic initiatives, and represent MSOL LAM during new business systems development phase, lead user testing, and for the implementation of new systems or upgrades
Own MSOL LAM business intelligence tools, process dashboards, and root cause analyses and ensure they feed in to plans for continuous improvement
Communicate in a concise and clear manner, and on an agreed upon cadence, all of the KPI’s to the Measurement Solutions Latin America management team
Facilitate cross-functional continuous improvement teams and drive change management and the adoption of best practices across the organization
Extract data directly from existing Emerson systems to perform root cause analysis, identify trends, and develop relevant KPIs.
Examples of common Emerson systems are : Oracle, Clarity, CRM, and Power BI.
Must have a demonstrated ability to lead continuous improvement initiatives across a complex matrix organization, execute on agreed-upon improvement plans, and drive change management
Must have strong leadership skills and ability to influence others
Strong written, verbal, and presentation skills
Advanced Excel skills required
Fluent in English and Spanish (Portuguese is a plus)
At least 5 years of experience with continuous improvement of processes and systems
At least 5 years of experience working with Oracle / CRM or other ERPs
Bachelor’s degree in a relevant Business or Engineering discipline (MBA preferred)
Lean and / or Agile certification (or recognized equivalent) preferred