How will you CONTRIBUTE and GROW? The Manager of Business Process Improvements & Admin is responsible for leading and optimizing the customer experience across the Eastern Region. This position plays a crucial role in aligning business processes with customer expectations to enhance overall customer satisfaction. A key objective will be to leverage Intelligent Automation (IA) to enhance payables and administrative processes, thereby increasing procedural efficiencies. The Manager of Business Process Improvements & Admin is also responsible for promoting a business process excellence culture focused on process improvement solutions as well as for implementing continuous improvement strategies in support of Airgas’ Field and Business Support Center (“BSC”) operations. This individual will be an integral contributor in setting strategic direction for the Region partnering closely with the corporate division, regional and BSC leadership developing solutions, leading cross-functional process teams with an overall focus on improving efficiency. KEY RESPONSIBILITIES Customer Experience Develop and implement a customer experience strategy that aligns with the company's mission and goals. Collaborate with various departments as well as cross-functional teams, including Sales, Operations and Credit & Collections to ensure a unified approach to improving customer experience. Identify and implement improvement initiatives in partnership with the Regions aiming at improving our Customer Effort Score (CES). Engage with senior leadership to secure buy-in for customer experience initiatives and resource allocation. Promote a customer-centric culture within the organization. Continuous Improvement Lead and facilitate continuous improvement initiatives Conduct internal process benchmarking in partnership with process stakeholders to identify best-in-class solutions as well as areas to enhance performance, efficiency and productivity. Demonstrate financial acumen by developing compelling business cases supporting recommended opportunities. People Management & Training Develop and implement SAP and Continuous Improvement training. Train, coach and mentor select associates driving transformational change. Collaborate with the Compliance Manager on Airgas Operating Standards Compliance training for the region. Data analysis Analyze customer data and feedback to identify pain points and areas for improvement. Utilize data-driven insights to make informed decisions and create action plans for improvement. Design and implement meaningful yet measurable operational metrics and practices to identify/monitor department performance through the creation of operational efficiencies. Drive innovation by continually assessing work flow processes and implementing improvements that are high impact and insightful. ___ Are you a MATCH? Required Qualifications Bachelor's Degree 10 + years of progressive professional experience including business process improvement, quality management experience, customer experience Preferred Qualifications Proven ability to successfully implement Intelligent Automation (IA). Strong project management skills Comprehensive understanding of efficiency principles such as Lean/Six Sigma; Black belt preferred Experience successfully leveraging business analytics to inform decisions Systematic problem solver focused on implementing solutions to solve root cause problems Extensive knowledge of ERP systems (SAP preferred) Our Differences make our Performance At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world. A world leader in gases, technologies and services for Industry and Health. Through the passion and diversity of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders. Join us for a stimulating experience: you’ll find a world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative and respectful environment. Discover what your professional journey at Air Liquide could be here! We want to ensure a safe experience for everyone interested in joining Air Liquide. Please be aware of fraudulent job offers that are circulating, falsely using the Air Liquide name and brand. These scams often involve individuals or organizations impersonating Air Liquide recruiters or employees through fake emails, social media, and websites. They may attempt to request personal information or, critically, ask for payment for various reasons like application fees, training, or visa processing. Please be advised that Air Liquide and our authorized recruitment partners will never ask you for money at any stage of the recruitment process. You may verify job postings through our official global careers website at any time. If you receive a suspicious job offer or request for payment/sensitive data, we strongly advise that you do not respond or click on any links. We encourage you to verify the source carefully and only interact through our official channels. We appreciate your interest in Air Liquide and are committed to combating these fraudulent activities to protect job seekers. If you wish to report an incident, please contact us via this form
