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R10051382 Associate Director of Customer Experience & Business Process Improvement (Open) Location: Independence, OH - Rockside Woods Blvd - Management - AMG-Corp How will you CONTRIBUTE and GROW? The Associate Director of Customer Experience and Business Process Improvement is responsible for working with the regional Customer Experience (CX) leads to align the implementation of Customer Experience (CX) standards across North Division in alignment with the Airgas CX objectives and improve operating metrics by promoting a business process excellence culture through Continuous Improvement (CIMP). Requirements Customer Experience - Help identify and implement areas of improvement from a Customer Effort Score (CES) perspective as well as the overall Customer Experience. The Associate Director will lead meetings with the regional CX leads, help implement changes where applicable, act as a liaison between Corp and the division as well as the division and the regions. The position would be responsible for communicating requirements and progress of the CX Journey as it relates to the long term plan the Corporate CX team has laid out. Business Process Improvement - Identify, develop and direct program initiatives focused on process improvement solutions in support of Airgas' Field and Business Support Center ("BSC") operations. The Associate Director would be responsible for Continuous Improvement (CIMP) training in the division and within the regions. The position requires a solid understanding of Airgas business processes/procedures and SAP functionality. The Associate Director must possess the ability to analyze, design, test, implement and train. The position is also responsible for defining or redefining business processes, which will enable Airgas to achieve its business goals and maximize customer experience. The Associate Director must work effectively with management and associates across the Airgas organization, including Regional Companies, BSC's, and Corporate. The Associate Director will closely interact with the Corporate CX team as well as the Corp BPI team. Lead CX efforts for the North Division through coordination of CX initiatives with the regional CX leads and with the Corporate CX team Work effectively with process/functional leaders to identify and develop CX initiatives as part of divisional, regional or Company-wide initiatives Work to reduce CES score for the overall division and for the regions Communicate progress on CX initiatives internally to regional CX leads and to the NDIV senior leadership Work effectively with process/functional leaders to identify and develop business process improvement opportunities as part of Company-wide initiatives, the annual planning/budgeting process and on an on- going basis Manage and lead all phases of the process improvement project life cycle including: project initiation, project development, project implementation ("as-is" and "to-be" business process maps), development and testing plans, end-user training and creation of a plan to sustain the process improvement following accepted project management practices for controlling the project costs and deliverables Communicate project status to all relevant stakeholders in a timely manner, escalating issues to management as may be required Establish process metrics and measures through the process design, implementation and post implementation phase to ensure improvements deliver desired results and appropriate remediation actions can be identified and acted on quickly Benchmark process activities against other Divisional/Regional Company/BSC entities and/or outside entities to identify potential best practice opportunities. Coach peers, leaders, and process focus teams on how to drive transformational change Work effectively across business and functional units to communicate and educate