Manager, Center of Excellence

Position:

Manager, Center of Excellence

Reports To:

VP, Customer Care

Department:

Customer Care

Location: Dearborn

Remote

Status:

Exempt

Job Band:

Manager

Approval Date:

Job Summary

The primary purpose of this position is to drive improvements across the process, reporting and technology solutions used within the Customer Care and Fulfillment team. They will deep dive recurring friction points impacting the Customer Care's team ability to service the business, act as product owner on the Customer Care and Fulfillment IT squad, and provide the forward looking lens for Customer Care to drive change and improvements. Where necessary, this person will develop and support training of new processes or technology as well as understand best practices and solutions in the marketplace by creating connections inside and outside of Carhartt. They will act as an integrator across functional areas where opportunities exist to create synergies and enable process improvements.

We Are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being inclusive, recognizing that our differences make us stronger as we strive to build a better world, together, for all hardworking people. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Representative Responsibilities

• Coach, mentor and develop team of direct reports including; COE Analyst, RSA's and Project Manager.

• Collaborate closely with IT, Customer Care (CC) leadership and business units (where applicable) to ensure the current work and projects are groomed, prioritized and delivered in alignment with business objectives, including acting Product Owner on the CCF IT squad
• Proactively identify CC opportunities for improvement in conjunction with those identified with cross-functional partners
• Maintain advanced working knowledge of systems (BI and SAP primarily) and processes that are most frequently used or support the Customer Care team
• Participate in industry and technology relevant groups and learning opportunities to act as lead influencer and change agent for technology improvements and enhancements.
• Drive relevant Customer Care corporative initiatives as they pertain to technology, process or customer-specific improvements
• Create connections inside and outside Carhartt to ensure we implement best practice solutions to support future growth

• Understand recurring misses to CC metrics and KPIs to support improvements to technology and process that will better enable to team to meet the team's goals

• Actively participate in Data Governance initiatives, contributing to the development, standardization, and enforcement of data quality, ownership, and compliance practices across the organization.
• Own and drive the standardization of Customer Care training documentation by leading the initiative to gather, organize, and establish consistent training materials and best practices across teams.
• Lead governance and oversight of SAP security, roles, and approval processes under the Center of Excellence (CoE), with the CoE OTC Analyst serving as the primary approver for all Customer Care (CC) functions.
• Participate in various GS1 workgroups as applicable to roles and responsibilities

Required Education

• Bachelors Degree preferred

• Associates degree in a related field or equivalent work experience

Required Skills & Experience

• A minimum of 8 years combined Order to Cash, technology or process related experience required
• 5 or more years of experience as a people leader
• Advanced knowledge relevant computer applications required including: SAP, Excel, MSWord - Business Intelligence (Data Warehouse) preferred
• Proven record of working in a team-focused environment while maintaining the ability to exercise independent judgment
• Strong interpersonal skills and communication skills (both written and verbal) to interact with all levels within the organization
• Demonstrate good judgement in selecting methods and techniques for obtaining solutions
• Ability to work independently and within a team environment working with minimal supervision - self motivate while keeping the team motivated
• Strong organizational, prioritization and multitasking capabilities - work in fast paced environment
• Analytical skills to solve complex problems / issues

• Availability for flexible scheduling, including Saturdays and evenings

Physical Requirements and Working Conditions

• This position has a Remote location: Associate will have no regular requirement to be on-site. Travel on-site is limited to special events.
• Carhartt is a tobacco free workplace.

Carhartt offers a competitive salary and benefits. For more details, please refer to the benefits section on our website at Carhartt Benefits.


Carhartt is committed to equal opportunity for all. Carhartt associates are hired, promoted, and rewarded on basis of skill, performance, and dedication and not influenced in any manner by race, color, religion, sex, age, national origin, veteran status, disability or any other basis prohibited by applicable laws.


Please Note: 1. All associates are required to understand and act in accordance with the Carhartt Core Values. 2. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.

#LI-REMOTE

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

All associates are required to understand and act in accordance with the Carhartt Core Values. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.