Process Development Manager, ISO Compliance

Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.

The Process Development Manager is responsible for providing leadership in developing a culture of process orientation, including strict compliance to company processes and ongoing process improvement efforts. The Process Development Manager also demonstrates exemplary competence and professionalism in all aspects of associate assessment and development.

Job Responsibilities:

To provide the proper customer focus, the Process Development Manager must:


Review customer metric data and develops plan to improve satisfaction levels

Demonstrate and foster teamwork within the district and with other Sears units

Implement, direct, adhere and ensure compliance to all applicable laws, regulations, and company policies, company values and code of conduct

Miscellaneous duties as assigned

Conduct technician routing training at the district as needed

Participate with the District and Region staffs to establish guidelines for handling emergency service, exception coverage, overtime, unacceptable technician activities, technician under-utilization, customer complaint resolution, and managing continuous improvement opportunities

Provide ongoing analysis of CTQ (critical to quality) routing metrics and provide on-going communication of performance data to all levels of associates within the routing center.

Cooperate Partner with the Routing Staff Development Manager to identify and rectify staffing and development needs. In addition, co-develop curriculum suited for mentoring and coaching routing center associates on a needs basis.

Work with the National Routing Manager to conduct process improvement experiments and develop new tools for analyzing and creating improved routes.

Specific Essential Functions:


Act with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency.

Understanding of cost accounting and return on investment measures (IRR, NPV, EVA, etc.). Ability to use concepts in understanding the financial implications of operational practices and investment decisions.

Experience/Education Requirements:


Bachelor's degree Required

Master's degree Preferred

ISO 9001:2000 experience Required

2 years experience in a quality related field (preferred)

Required Job Competencies:


Ability to handle stressful situations and work in a fast-paced environment

Effective time management skills

Ability to read, analyze and utilize reports.

Understanding of the business and has the ability to communicate the goals of Home Services to associates.

Performance of miscellaneous duties as assigned.

Strong computer skills.

Outstanding problem solving skills

Excellent two-way communication skills (verbal and written) with both internal and external customers.

Demonstrated effectiveness in developing and delivering training material to groups larger than 20 people

Extensive knowledge of CARS relationship to NPS, SST, the payroll planning process, scheduler maintenance, and Customer Care Network work flow.

Extensive knowledge of the manual processes needed to assure world class routing solutions.

Ability to work in a high stress and fast paced environment

Formal Ability to use project management tools (Work Breakdown Structure, managing critical paths using Gantt charts, resource planning, facilitating project meetings)

Make fact-based decisions, but exercise creativity, and take responsible risks.

Knowledge of Six Sigma DMAIC methodology & statistical analysis

Benefits
As a Sears associate, your career path options will be determined by your performance and your desire to advance further within the Sears organization. We have some of the best benefits available in the industry to choose from:

Medical
Dental
Life Insurance
Vacation
Holidays
401k with company match
Short and long term Disability
Sears merchandise discounts
Health Care Flexible Spending Account
Dependent Care Spending Account
Business travel insurance
Worklife solutions
Vision Plan
Legal Plan
Long Term Care Plan
Pet Insurance
Auto and Home Insurance
Business Travel Accident Coverage
Mortgage Assistance


Sears is an Equal Opportunity/Affirmative Action Employer.