Sr. Manager, Continuous Improvement

Sr. Manager, Global Customer Success

Your role 

We are searching for a Continuous Improvement Manager to deliver business performance improvement opportunities for our organization. In this role, you will analyze customer feedback, current practices and develop business process improvements as well as recommend workflow, system, and process changes to ensure continuous company performance.

As a continuous improvement manager, you should be a skilled communicator, experienced in business analysis, project and solution implementation. Candidates must have technical knowledge, effective communication, and training experience. Must be able to work with technical development teams and end-users to support process, system, and data requirements. Ability to comprehend, analyze and interpret data, system integrations, and external applications.  Position involves participation in complex global technical projects, including but not limited to ERP implementation, Global Customer Portal launch, Global Service Management process and system change management.

This position reports to Global Customer Insights, a function of Global Customer Success, and works closely with Global Operations, Information Technology, Customer Care, and Customer Success Manager communities in North American, EMEA, and APAC Regions. 

Continuous Improvement Manager Responsibilities:

• Analyzing customer experience feedback.
• Analyzing company processes and procedures.
• Developing process enhancement strategies.
• Investigating gaps, issues, and complaints in current business processes.
• Collaborating with cross-functional stakeholders to enhance processes and systems.
• Communicating ideas and opinions to cross-functional management.
• Training, mentoring, and guiding team members in new processes.

Continuous Improvement Manager Requirements:

• A bachelor's degree in business administration, process management, or operations.
• A graduate degree in business or MBA would be beneficial.
• Five years' experience in process optimization, operations, or business management.
• Knowledge of Lean Six Sigma principles and methodologies.  Certification Preferred. 
• Proficiency in data analytics tools and modeling.       
• High degree of ownership over work and ability to work independently.
• Clear communicator with excellent written, verbal, and listening skills.
• Familiarity with Agile SDLC and Project management experience helpful.
• A sharp eye for identifying weak points in processes and organizational structures.
• A thorough understanding of the latest process enhancement strategies.
• Dynamic thinking and problem-solving abilities.
• Confidence in your abilities to lead organizational change.

Continuous Improvement Manager Job Description:

The primary focus of this role is analysis of customer and internal feedback to develop organizational performance insights that aim to improve people, process, and systems as part of our global customer experience program.   Part of this role includes oversight and management of our Customer Relationship Management (CRM) and Customer Experience (CX) Management software applications.  Software application requirements include system administration, user support, trouble shooting, and issue resolution.  The Global Continuous Improvement Lead is also responsible for identification and implementation of process improvements, solution development, system, process training, change enablement, and oversight of technical support resources.

Continuous Improvement Manager Technical Skill Requirements:

To qualify for this position, candidates must have knowledge and hands on experience with data tools and models, system integrations and APIs, Salesforce.com, and PowerBI. ERP, ServiceNow, Gainsight CRM, and Qualtrics knowledge preferred. 

• Ability to collaborate with internal stakeholders to define business requirements using various skills, such as critical thinking, process development, and latest management methodologies. 
• Maintain, review, and analyze organizational performance levering customer and internal feedback from software applications and data analytics tools.     
• Capture and use customer feedback and internal business requirements to enhance systems, process improvements, and develop end-user reporting and data visualizations for consumption and analysis. 
• Conduct research and analysis of business situations to contextualize and summarize solutions for end users.
• Extensive data analysis experience to ensure accurate data for business consumption using a combination of manual and automated data cleansing and migration solutions.  
• Work with Global cross-functional teams to develop, evaluate, and execute system enhancement and process improvement roadmaps.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A bit about our Digital team 

Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. 

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. 

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

This is an exciting time to join our business so apply now and make your mark on our future.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled.  All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.