Sr. Project Leader, B2C Customer Service

Sr. Project Leader, B2C Customer Service

Work Mode: Hybrid

Location: Hybrid at Kohler, WI (3 days in office / 2 days WFH)

Opportunity

The Senior Project Leader - B2C is an exciting innovative role responsible for improving the customer experience through use of digital technology, ~~~ CRM, and leveraging advanced analytics to improve products and processes. This position will collaborate with business leaders to drive the most efficient use of the technology platforms and associated business processes. This role leads the service businesses in technology implementation, integration, and enhancements that drive world class customer experiences. This position works directly with Agile platforms teams in the planning processes, sprints, and regression testing to drive the digital transformation, and business objectives tied to service and sales. In addition, this role will leverage advance analytic tools to share trends with KBNA functions to drive process improvements in product and experience.

Specific Responsibilities

-Lead cross functional teams in the development, justification, and approval process for new technology, enhancements, and implementation.

-Lead, develop and drive project plans for technology and business implementations that include communication plans and associate change management.

-Work directly with the Agile Product Owners to align on the project roadmap priority using data driven ROI.

-With respect to Agile Project Management, assist with project planning within the established processes for product design and development, deployment release schedules, sprint planning and ceremonies, user acceptance testing, defect management, and post-release support

-Own presentations to Executive Management on project updates, metrics and progress against objectives.

-Document and update training material when processes change, and enhancements are deployed across systems

-Maintain SharePoint as the medium of communication to the Customer Service teams by sharing sprint and production release schedules with enhancement details and benefits

-Own the technology deployment regression testing process including the testing plan, accuracy, automation, and successful production deployments / launches.

-Develop robust KPI's and work across agile teams to drive ~~~ self service.

-Be the lead for Request for Proposals on technology such as Workforce Management Software, chat bot software, ~~~ bolt on technology and telephony software.

-Lead the production incident management process to drive efficiencies in the resolution process and corrective actions to support 24/7 operations.

-Use Voice of customer data sources from across the businesses including NPS, CRM, On-line reviews, ~~~ to aggregate into prioritized technology enhancements for improvements in self service, contact deflection, and productivity.

-Own the customer contact pareto dashboard and use advanced analytical tools to share trends with Quality, NPD, and Product Teams to drive product & process improvements (improve customer experience).

-Strong focus on improving customer service and sales metrics related to - productivity, accuracy, first contact resolution, net promoter score, digital self-service, training, and cost to serve.

-As a Senior Project Leader, lead and mentor other Analysts in the organization.

Skills/Requirements

-Bachelor's degree required

-Work experience in Customer Experience management and digital technology

-Proven focus and results to improve customer satisfaction a plus

-Salesforce for Service experience preferred

-Must have analytical and project management skills

-Experience with Microsoft Office Products; advanced Excel experience preferred

-Experience with Jira and whiteboarding tools a plus

-Can effectively manage timelines and multiple priorities

-Proven skills within contact center technology portfolio including telephony and workforce management software

-Excellent oral and written communication skills required

-Demonstrated ability to effectively work on cross-functional teams

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $88,000 - $111,150. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates' development to make that happen. So, we offer ongoing investment in each individual's personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

*Important update for candidates applying to roles within Kohler Energy, including Power Systems, Engines, Home Energy, Kohler Uninterruptible Power, Clarke Energy, Curtis Instruments, and Heila Technologies.

On November 6, Kohler Co. announced the strategic decision to establish Kohler Energy as a separate, independent business with Platinum Equity as the majority investment partner. Kohler will continue to stay invested in the Energy business following the closing and remains committed to supporting the acceleration of long-term growth strategies for both organizations. Talent and operational transition plans are underway, and Kohler Co. and Platinum Equity expect the agreement to close in the first half of 2024.Thank you for your interest in joining our growing team as we embark on the next phase of growth!

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at ~~~ .

It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact ~~~ . Kohler Co. is an equal opportunity/affirmative action employer.

We invite you to learn more about equal employment opportunity by reviewing the FederalEEO is the Law (~~~) and theEEO is the Law Supplement (~~~) .