Customer Service Transformation Manager

at  USG Corporation

Position Summary: As the Customer Service Transformation Manager, you will develop, monitor, and report on project plans. You will take a leadership role in change management, training, and process improvement, assisting in the overall management and implementation of our multi-year Customer Service transformation. You will be a visible leader of change.

EDUCATION & PROFESSIONAL EXPERIENCE:

• Bachelor’s or master’s degree
• Project management certification
• At least 5 years of relevant project management experience in a customer experience function (marketing, sales, and service)
• At least 9 years of relevant experience in a large, corporate enterprise setting

SOFT-SKILLS:

• High degree of empathy and ability to anticipate team and stakeholder needs
• Strong customer mindset and stakeholder management skills with the ability to hear someone’s needs, translate it concreate activities and create it
• Interested in working in fast-paced and dynamic environments and with a hands-on mentality
• Excellent communication skills and fearless in communicating with different stakeholders
• Ability to work autonomously, taking full ownership of tasks and projects, while demonstrating the confidence to seek help and collaborate effectively when needed.
• Ensure consistent follow-through on all project initiatives, maintaining momentum and achieving project milestones despite obstacles or setbacks.
• Presentation skills are a plus
• Eager and consistent learner with natural curiosity and interest in continuous improvement

HARD-SKILLS:

• Independent, structured, and analytical thinker with excellent organization skills
• Strong structural / analytic mindset and comfortable managing multiple tasks in parallel
• End-to-End thinking and results orientation
• Proven ability to drive change in large, complex environments
• Strong hands-on execution focus with proven results in driving initiatives to successful outcomes in large, evolving departments.
• Fluent English, verbally and written. Spanish and/or French is a plus.
  Rate of pay may be adjusted based on the qualifications and experience of the candidate.
  USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.
  Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity. USG also provides employees with paid time off and paid holidays.
  Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG’s employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company’s core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.
  EOE including disability/vetera

Please refer the Job description for details