Continuous Improvement & Project Manager - Customer Service
This is a global position and can be done remotely with flexible working solutions.
About the Role:
The CI and PMO Lead for Global Customer Service at ResMed will play a crucial role in enhancing operational efficiency, ensuring project alignment with strategic goals, and fostering a culture of continuous improvement.
Responsibilities:
* Continuous Improvement:
o Identify opportunities for improvement within customer service operations and develop strategies for enhancement.
o Lead and facilitate continuous improvement initiatives using Lean Six Sigma and other methodologies.
o Analyze data to identify trends, root causes, and areas for process optimization.
o Implement standard operating procedures (SOPs) and best practices to ensure consistent service delivery.
o Collaborate with cross-functional teams to foster a culture of continuous improvement.
o Track and report on the progress of improvement projects, ensuring alignment with organizational goals.
* Project Management:
o Manage the end-to-end delivery of key projects within the Global Customer Service Enablement team.
o Develop project plans, timelines, and budgets, ensuring projects are delivered on time and within scope.
o Coordinate with stakeholders to define project objectives, deliverables, and success criteria.
o Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project outcomes.
o Lead project teams, providing guidance and support to ensure effective collaboration and execution.
o Communicate project status, milestones, and outcomes to senior management and stakeholders.
Goals:
* Mentor and coach regional Customer Service leaders in adopting and understanding continuous improvement methodologies.
* Ensure alignment with the Global Customer Services and wider ResMed Quality Management System, policies, and goals.
* Drive measurable improvements in process performance and customer satisfaction within six months of project implementation.
* Collaborate with the Global Customer Services and wider ResMed network to reduce the employee effort score for GCS daily operations and improve CSAT.
Qualifications, Skills, and Experience:
* Extensive experience in continuous improvement methodologies such as Lean, Six Sigma, or similar frameworks.
* Proven experience in project management: implementation and execution of improvement initiatives.
* Strong background in process analysis and improvement.
* Ability to navigate fragmented systems and work in an environment undergoing significant change.
* Strong communication skills and the ability to influence stakeholders across different regions and functions.
* Expertise in performance management and the ability to implement and track key metrics.
* Proven experience in training others to succeed with measurable results.
* Lean Six Sigma Black Belt certification or equivalent.