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Customer Experience Project Manager

Date: Aug 2, 2019

Location: Charlotte, NC, US

Company: Sealed Air Corporation

Sealed Air Corporation is a knowledge-based company focused on packaging solutions that help our customers achieve their sustainability goals in the face of today’s biggest social and environmental challenges. Our portfolio of widely recognized brands, including Cryovac® brand food packaging solutions and Bubble Wrap® brand cushioning, enable a safer and less wasteful food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.5 billion in sales in 2017 and has approximately 15,000 employees who serve customers in 122 countries. To learn more, visit www.sealedair.com.

Job Summary

 

The Customer Experience Project Manager will be responsible for the full life cycle of multiple process improvement projects within the customer experience department. These projects will expand across all product divisions of Sealed Air. This role will require the ability to successfully implement projects of varying complexity, deliver multiple projects in parallel, and influence across multiple functions/levels within the organization.

 

 

Responsibilities / Duties

 

  • Collect, map and analyze process data to initiate, develop and recommend business practices and procedures that focus on increased productivity, quality and reduced cost at global level.
  • Facilitates, guides and supports enterprise, departmental, or cross-departmental continuous improvement work. This encompasses preparation and planning for workshops and value stream/model lines, implementation, and periodic audits of the work completed.
  • Determine when processes should be incrementally improved versus fundamentally transformed
  • Leading / Facilitating improvement teams and Kaizen events
  • Supports the process improvement efforts by developing improvement proposals and options at regional or global level in coordination and agreement with the CX operational leaders to improve efficiency and service.
  • Ensure the appropriate identification of root causes through effective use of data analysis tools and techniques
  • Shares knowledge and experience throughout the CS organization and broader CX (involving several organizations) to support Process Harmonization Globally
  • Liaises with the Global Performance and Metrics Team to monitor performance against agreed metrics and value delivered

 

Qualifications

 

REQUIRED QUALIFICATIONS, EXPERIENCE AND SKILLS:

  • Understanding of Lean/Continuous Improvement concepts, principles, and practices
  • Around 8 years experience in a leadership role, projects or people
  • Able to lead global projects with autonomy
  • Experience designing new processes and transforming processes in addition to improving
  • Cross functional project management experience
  • Customer Service / Customer Experience process knowledge
  • Deep knowledge on order-to-cash processes inside and outside the ERP used (SAP preferred)
  • Proficient with use of computer and software to documents processes
  • Ability to interface with Business and Technical Leaders throughout all levels of the organization
  • Strong facilitation skills and the ability to drive teams to consider new ways of working
  • Demonstrated understanding of change management concepts
  • Able to work both independently and within a team, generating results with general/minimal guidance from management
  • Advanced presentation, business acumen and facilitation skills
  • Ability to establish and maintain trusted relationships with internal and external stakeholders and ability to influence decision making across all levels.
  • Demonstrate cross cultural agility

 

 

PREFERRED QUALIFICATIONS:

  • Global experience
  • Strategic agility
  • Collaborative with a global mind set
  • Customer focus
  • Results orientated
  • Priority
  • Energetic and passionate
  • Influencing others
  • Team building
  • Seek for solutions

 

Requisition id: 27080 

Relocation: No  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. Sealed Air participates in the E-Verify Program (US sites only).

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