Business Excellence ManagerNewport News, VA

The Business Excellence Manager plays a critical role in driving organizational performance, operational efficiency, and continuous improvement initiatives across various functions of the customer support department. This role is responsible for leading process optimization efforts, implementing best practices, and ensuring alignment with customer support goals. The Business Excellence Manager works closely with senior leadership, customer support department managers, and cross-functional teams to foster a culture of excellence, innovation, and sustainable growth. The main goal is to ensure that customer support improvement projects are sustainable, well-coordinated and effectively communicated.

The Business Excellence Manager plays a vital role in enhancing operational efficiency and supporting the Customer Support department through effective management. This position is responsible for coordinating various customer support tasks, optimizing processes, and ensuring timely documentation and communication to facilitate smooth operations.

Responsibilities

• Identify, analyze, and implement process improvement initiatives to boost efficiency, reduce costs, and enhance customer satisfaction.
• Track key performance indicators (KPIs) to measure the success of improvement initiatives.
• Ensure business excellence initiatives align with the company’s strategic goals and objectives.
• Collaborate with leadership to design and implement strategic plans that foster operational excellence.
• Lead training programs for staff and leadership on best practices, process improvements, and business excellence methodologies.
• Drive and support organizational change initiatives, ensuring smooth transitions during process or technology changes.
• Gather and analyze performance data, providing actionable insights and recommendations to leadership.
• Prepare and present reports on the progress of improvement initiatives, keeping all stakeholders informed.
• Communicate effectively with all levels of the organization to advocate for business excellence practices.
• Oversee project timelines, resources, and budgets, ensuring all milestones are achieved within scope.
• Prepare and distribute meeting minutes, follow up on action items, and coordinate departmental meetings.
• Develop and implement internal and external service surveys.
• Review department procedures and suggest ways to track compliance.
• Drive performance excellence by working closely with all team members and gathering weekly updates.
• Assist in developing department training plans and track progress.
• Prepare PowerPoint presentations for meetings, ensuring all content is clear and effectively communicated.
• Assist in the preparation, editing, and distribution of CSI and BMS publications.
• Organize documentation and improve report standards and data collection across multiple platforms.
• Coordinate asset audits to ensure compliance and accuracy of company resources.
• Organize and coordinate visitors and department activities.
• Standardize forms, reports, policies, and shared data locations to improve efficiency and access.
• Assist in onboarding new employees by preparing necessary materials and conducting orientations.
• Serve as the point of contact for administrative inquiries from internal and external stakeholders.
• Support project management efforts by tracking timelines, deliverables, and communications.
• Track and manage product support reps’ reports and project progress, ensuring timely processing and compliance.

Competencies

• Education and Experience: Bachelor’s degree in business administration, Engineering, Operations Management, or a related field with a minimum of 5 years of experience in business excellence, process improvement, or a related field.
• Advanced proficiency in Microsoft Office 365 (SharePoint, Teams, Excel, PowerPoint, etc.).
• Strong organizational and multitasking skills with attention to detail.
• Demonstrated ability to analyze processes and implement improvements.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven problem-solving skills and ability to manage multiple priorities effectively.
• Travel domestically and internationally up to 5% of the time.
• Ability to obtain and maintain a valid driver license and passport.

Our Offer

An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.

Referral Bonus: Tier IV

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Melissa Silva.

Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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