Customer Service Transformation Manager

USG is an industry-leading manufacturer of building products and innovative solutions. For over 120 years, Chicago-based USG has developed award-winning wall, ceiling, flooring, sheathing, and roofing products that enable customers to build outstanding spaces where people live, work, and play. With over 8,700 employees across North America and operations around the world, we are steadfastly committed to our core values: safety, innovation, quality, integrity, service, diversity, and efficiency.We're big enough that our professionals have the resources to make a difference, yet small enough that you're not just a number. You'll work on key initiatives and build strong relationships across the company that will position USG for growth into the future.USG offers work-life balance, specialist and general/managerial career paths, promotion from within, exceptional benefits, and incredible long-term career opportunities for the right professional. Each year, we have hundreds of employees who celebrate milestone anniversaries with us.Position Summary: As the Customer Service Transformation Manager, you will develop, monitor, and report on project plans. You will take a leadership role in change management, training, and process improvement, assisting in the overall management and implementation of our multi-year Customer Service transformation. You will be a visible leader of change.Project Manager TransformationAs the Customer Service Transformation Manager, you will play a pivotal part in managing change training and engagement activities across our teams, thereby leading our stakeholders to our new customer experience strategy. You will hold all relevant information together, while ensuring compliance to the overall program timeline and individual deliverables. You will foster knowledge exchange within the program team and your activities will support the team's success with the improvement and development of new program processes, concepts, and training curriculum.Key AccountabilitiesPlanning:Design rollout blueprints for new processes and manage the set-upCoordinate planning activities consolidating, aligning, and validating planning between different projectsSupport Customer Experience (CX) leadership in generating roadmap of change activitiesProject management:Operate project management ensuring transparency, consistency in program plans and risk management throughout all programs.Ensure realization of change and training measures in time, budget, and scopeCreate transparency on measures, timeline, and resources as central coordination function, where all information relevant to the program come togetherSupporting team members in the daily operative program steeringSupport the improvement and development of PMO processes and systemsFinancial ManagementMaintain project KPI's and generate metric and KPI reports.Ensure KPI and metric transparency and accountability in all project-related activities.Collaborate with CX analytical teams and the Celonis team to align project reporting.Organizational support in change activities:• Assist in the execution of change leadership tools, such as survey processes• Ensure and support the professional organization of large training events• Lead smaller sub-projects within the change program within scope, time, and budget• Support training incubation and team enablementManaging project communication:Preparing executive presentations including status and content information of the projects for CX leadership and relevant stakeholders• Support stakeholder communication with presentations on status and plans• Actively participate in program proposalsLeadership:Drive the transformation of policies and practices to align with our customer service strategy and vision.Develop strategies to facilitate adoption of new processes and tools, overcoming obstacles and championing a culture of continuous improvement.Independently manage and execute project components, ensuring that deliverables meet time, budget, and scope specifications.Recognize when to seek guidance or escalate issues to ensure project success and maintain project momentum.Education & professional experience:Bachelor's or master's degreeProject management certificationAt least 5 years of relevant project management experience in a customer experience function (marketing, sales, and service)At least 9 years of relevant experience in a large, corporate enterprise settingSoft-skills:High degree of empathy and ability to anticipate team and stakeholder needsStrong customer mindset and stakeholder management skills with the ability to hear someone's needs, translate it to concreate activities, and create itInterested in working in fast-paced and dynamic environments and with a hands-on mentalityExcellent communication skills and fearless in communicating with different stakeholdersAbility to work autonomously, taking full ownership of tasks and projects, while demonstrating the confidence to seek help and collaborate effectively when needed.Ensure consistent follow-through on all project initiatives, maintaining momentum and achieving project milestones despite obstacles or setbacks.Presentation skills are a plusEager and consistent learner with natural curiosity and interest in continuous improvementHard-skills:Independent, structured, and analytical thinker with excellent organizational skillsStrong structural/analytic mindset and comfortable managing multiple tasks in parallelEnd-to-End thinking and results orientationProven ability to drive change in large, complex environmentsStrong hands-on execution focus with proven results in driving initiatives to successful outcomes in large, evolving departments.Fluent in English, verbally and writing. Spanish and/or French is a plus.Rate of pay may be adjusted based on the qualifications and experience of the candidate.USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity. USG also provides employees with paid time off and paid holidays.Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values - innovation, quality, integrity, service, diversity, efficiency and safety - have helped us become the company we are today.EOE including disability/veteran

Created: 2025-01-15