Customer Operation Manager

Corporate Monroe, Michigan


Description

KEY RESPONSIBILITIES:
• Manage policies and procedures including communication, continuous improvements and metrics for customer care division.
• Collaborate with internal departments on warranty guidelines, new product introductions, engineering changes and service planning including representing customer care with parts suppliers and vendors in partnership with supply chain.
• Ensure effective training is available for customer care division employees.
• Collaborate with internal and external sources to ensure continuous process improvement for customer care division.
• Manage customer operations and warranty budget including expense reduction, forecasting and analysis.
• Develop audits programs as necessary to ensure compliance and adherence to policies.
• Oversee customer contact and resolution for product safety concerns
• Manage service aspect of dealer transitions into RDC network
• Manage maintenance and support of Service systems utilized by internal and external users

SCOPE & IMPACT: Update and enhance scope and impact
8-10 direct reports. Manages direct budget of <$1MM (Supports budget >$20MM)

MINIMUM REQUIREMENTS:
• Bachelor’s degree in Business, Supply Chain or related field with 6- 8 years of relevant experience or equivalent.
• Three (3) to Five (5) years in Supervisory/Leadership experience.
• Demonstrated progressively more responsible positions in a warranty, service and/or policies role
• 3+ years’ experience in managing training programs
• 3+ years’ experience with vendors and suppliers in policy and process roles
• Strong verbal and written and communications

PREFERRED REQUIREMENTS:
• MBA
• Extensive knowledge of process methodologies, practices, and procedures.

SUPERVISORY RESPONSIBILITIES: Approximately 8-10 direct reports.

PHYSICAL DEMANDS/WORK ENVIRONMENT:
Office environment / no specific or unusual physical or environmental demands. Often required sitting, repetitive hand motion (such as typing), hearing, listen, and talking standing and walking. Seldom required to bend, climb stair or lift – up to 10 pounds.

CORE ATTRIBUTES:
Communicate Transparently
Lead the Team
Impact and Influence
Deliver Results
Coach and Develop

At La-Z-Boy, we are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. We understand that our employees’ diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to Build Something Amazing.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer/Veterans/Disabled:
La-Z-Boy is an Equal Opportunity and Affirmative Action employer. It is our practice to provide equal employment and advancement opportunities to all individuals. All employment decisions and related entities will be made on merit, qualifications, and abilities. It is our policy and commitment to ensure equal opportunity is provided in all employment opportunities and practices, regardless of race, color, religion, age, marital status, sex, sexual orientation, gender identity, genetic information, national origin, veteran status, disability, or any other characteristic protected by law. La-Z-Boy is an equal opportunity employer that is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call (734) 242-1444. Only messages left for this purpose will be returned. If you would like more information about your EEO rights as an applicant under law, please CLICK HERE.