Process Quality & Improvement Director
emerson
San Jose de Costa Rica, San Jose, Costa Rica
hace 3 días

Description

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.

Responsibilities

  • 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.

    Qualifications

  • 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)
  • Experience

  • 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
  • Education

  • Bachelor’s degree in a relevant Business or Engineering discipline (MBA preferred)
  • Lean and / or Agile certification (or recognized equivalent) preferred
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