Manager, Process Excellence
CDW Corporation
CDW is a Fortune 500 company and a leading provider of integrated information technology (IT) solutions in the U.S. and Canada.
We help our customer base of approximately 250,000 small, medium and large business, government, education and healthcare customers by delivering critical solutions to their increasingly complex IT needs.
CDW is seeking a Manager in the Process Excellence Practice which acts as an internal consultancy providing process design and improvement services to achieve key company goals.
The Manager will collaborate to build a mature and growing process practice by promoting key principles and offering methodologies in support of a customer centric process culture. The primary aim of the role is to lead key process assurance, design and improvement efforts from definition through execution and delivery at the enterprise level. This process expert will lead a mix of strategic and tactical assignments of various complexities each with an opportunity to achieve measurable results and gain company exposure. The incumbent will exhibit knowledge and provide coaching/training to colleagues on leading process and quality methods.
The Manager will report to the Senior Manager of the Process Excellence Practice within Operations and Technology’s Program Delivery and Strategy to support enterprise goals.
Key Responsibility
- Act as a process advocate within the practice, among technology peers and with key business stakeholders including executive management
- Understand design and improvement opportunities and facilitate the best process approach to achieve innovative business outcomes then draft initiative charters and plans with milestones and deliverables
- Define a current state baseline including interviews and data collection to establish initial measures then use structured thinking and advanced statistics to conduct analysis identifying opportunities or issues
- Leverage expertise in lean principles, six sigma, continuous improvement and other disciplines to define the future state with target metrics to drive execution
- Independently lead process initiatives of larger size and higher complexity at frontline, management and executive levels across business, operations and technology areas to achieve future state results
- Use process knowledge to coach and train colleagues including practice peers and business stakeholders in key areas such as quality, productivity, service, risk and employee engagement
- Lead in building a mature and growing process practice or center of excellence including principles, governance and methodologies to promote a process culture
Other Responsibilities
- Act as a process mentor to members of the process practice and other business or technology areas
- Conduct thought leadership research on process, innovation and other quality subjects then apply best practices in colleague coaching/training and initiative execution
- Potential to develop and lead key business relationships to discover opportunities and/or practice service offerings to expand process influence
- Understand key business imperatives and functional areas of the company to assist in translating plans into initiatives to achieve expected outcomes
- Leverage change management, project management and similar disciplines to align key stakeholders, establish charters and plans, manage initiative execution and achieve desired results
- Facilitate resolution to organizational challenges that may arise as the company shifts from a functional to more of a process orientation
- Define post implementation strategies that emphasize the value of employee engagement and continuous improvement to control the effectiveness of solutions
- Possess a broad understanding of process assurance to support audit activities including the measurement of conformance to standards and implementation of controls
- Ability to travel among multiple Chicago area locations plus occasional out of state locations for audits and other support
Minimum Qualifications
- Bachelor’s degree in business or a similar field
- 7 years of business management experience
- 5 years of business process design or improvement experience
- 3 years of business planning or project management experience
- Black belt certification in lean six sigma or evidence of comparable knowledge
Other Required Qualifications
- Proficiency with MS Office software including advanced Excel and PowerPoint skills
- History of building and maintaining effective relationships
- Excellent verbal and written communication skills including facilitation and presentations
- Ability to manage competing priorities showing adaptability and meeting important deadlines
- Proficiency in at least three of the following areas: business planning, change management, financial modeling, statistical analysis, management consulting, communication planning or similar field
Preferred Qualifications
- Consulting including business development experience in business or technology
- ISO 9001 quality system certification and experience
- Experience with process modeling and statistical analysis software
- Experience with data and reporting tools (SQL, Pyramid)
- Experience in a technology planning, development or support environment
- Master’s degree in business or similar field
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