Customer Service Centre Improvement Manager

Work Location Type: Hybrid 

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com.  

Compensation:

The base salary for this role ranges between $ x - $ y, with eligibility for an incentive target of  15% which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade.  Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills.  The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided.  Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This job posting is for an existing vacancy.

Position Details

The Customer Service Centre Improvement Manager is responsible for leading and supporting continuous improvement initiatives across Customer Service Centres to enhance customer experience, team member engagement, operational effectiveness, and business performance. The role partners with leaders and cross-functional stakeholders to identify opportunities, implement sustainable solutions, drive standardization, and deliver measurable improvements in service, productivity, quality, and cost performance.

You Will:

• Lead and execute continuous improvement initiatives that enhance customer service, operational performance, team member engagement, and cost efficiency across Customer Service Centres.
• Serve as the subject matter expert for continuous improvement methodologies, providing coaching, guidance, and thought leadership to leaders and teams.
• May lead and provide direction to continuous improvement professionals, project team members, and cross-functional stakeholders in support of improvement initiatives and business objectives.
• Partner with Customer Service Centre leaders and cross-functional stakeholders to identify, prioritize, and implement sustainable process improvements and operational best practices.
• Facilitate problem-solving workshops, root cause analyses, and process improvement activities to address business challenges and improve performance.
• Develop and implement standardized processes, governance frameworks, and best practices that drive operational excellence and consistency across Customer Service Centres.
• Design and facilitate training, coaching, and capability-building programs, partnering with the appropriate Center of Excellence (COE) when needed, to foster a culture of continuous improvement and operational excellence.
• Lead projects of varying size and complexity, ensuring stakeholder alignment, adoption, and achievement of targeted business outcomes.
• Conduct Go See's, operational reviews, customer interactions, roundtables, workshops, and other field observations to identify opportunities, validate improvements, and support change adoption within Customer Service Centres.
• Successfully tell the story through data and metrics, translating insights into actionable recommendations and measurable business outcomes.
• Identify opportunities to improve service and operational efficiency through process optimization, automation, and technology-enabled solutions in partnership with key stakeholders.

You Have:

• Bachelors Degree or Equivalent Experience
• 5+ Years of experience in a process improvement or operational role
• Experience in Customer Service, process optimization, operations, or business management
• Excellent analytical skills with the ability to solve complex problems in a timely manner, while working closely both internal and external partners/contractors.
• Demonstrates the ability to lead initiatives, manage large scale projects and execute change leadership
• Able to demonstrate situational leadership and lead others not directly under his or her control.
• Continuous Improvement mindset and the ability to act as a strategic thought partner
• Demonstrated abilities in project management and team facilitation to drive results
• Strong communication and influencing skills; capable of speaking in an effective and influential manner to team members and senior leadership.
• Demonstrated ability to manage virtual teams, leveraging necessary technology
• Excellent written, verbal, and presentation skills
• Experience in lean manufacturing tools (i.e. value stream mapping, Kaizen, Spaghetti Diagram, TOC, A3, TPM, root cause problem solving) to identify and develop solutions that drive operational improvement
• Value Stream Mapping, Capability Analysis, experience
• Working knowledge of Lean, Six Sigma, and Kaizen techniques (5S, Standard Work,)
• Proficient in MS Office Suite – Excel, Access, PowerPoint,  SAP , Salesforce, Power-Bi, Genesys

JOB DESCRIPTION DISCLAIMER

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

DEI Statement:

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.