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Senior Manager, Operational Design

Date: Aug 3, 2022

Location: LAKE FOREST, IL, US, 60045-5201 Virtual Worker, IL, US, N/A

Company: Grainger Businesses

About Grainger:

Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.

We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.


Position Details:

Reporting to the Senior Director, Onsite Operations, the primary function of this role is to lead a team responsible for developing the tools, systems and processes for the Onsite Services organization within Customer Solutions. You will focus on enhancing customer experiences and driving efficiency by designing scalable solutions across all onsite activity to allow our Onsite Service Representatives (OSRs) to manage inventory, receive product and solve customer problems effectively.

You Will:

  • Design and improve end-to-end processes across the team member experience for all onsite activity. Influence process design for upstream and downstream partners as a subset of Grainger's end to end service chain.
  • Define process success metrics for all Keepstock activity. Analyzing the success of end to end processes and establishing the management system to measure the effectiveness of Keepstock processes.
  • Design end to end user experience for Keepstock technology. Partner with operations to ensure the user experience is streamlined and intuitive across the OSR tool set.
  • Provide support to Onsite field operations in developing and maintaining accreditation of standard work by providing guidance regarding process, quality assurance issues, tools and operational standards
  • Manage the backlog for both process and system enhancements. Manage end-to-end vision and design of technology and process. Prioritize and manage the backlog for all of Keepstock process investments
  • Partner with the Operational Support team to deploy process and technology changes and ensure successful adoption across all field team members
  • Build business cases for identified solutions and partnering with Products team on prioritization on process investments

You Have:

  • Bachelor's degree in Business, Strategy, Economics/Finance, Operations Research, or equivalent work experience required;
  • 7+ years' work experience in customer or business analysis
  • Analytics and data analysis skills
  • Prior success leading teams based on influence instead of positional authority to improve results
  • Hands-on leadership approach
  • Prior success operating in a complex, rapidly changing environment and balancing and prioritizing work on multiple projects

Rewards and Benefits:

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger

  • Medical, dental, vision, and life insurance plans
  • Paid time off (PTO) and 6 company holidays per year
  • Automatic 6% 401(k) company contribution each pay period
  • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
  • A comprehensive set of emotional, financial, physical and social wellbeing programs

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.