Customer Service Transformation Manager

USG is an industry-leading manufacturer of building products and innovative solutions. For over 120 years, Chicago-based USG has developed award-winning wall, ceiling, flooring, sheathing, and roofing products that enable customers to build outstanding spaces where people live, work, and play. With over 8,700 employees across North America and operations around the world, we are steadfastly committed to our core values: safety, innovation, quality, integrity, service, diversity, and efficiency.

We’re big enough that our professionals have the resources to make a difference, yet small enough that you’re not just a number. You’ll work on key initiatives and build strong relationships across the company that will position USG for growth into the future.

USG offers work-life balance, specialist and general/managerial career paths, promotion from within, exceptional benefits, and incredible long-term career opportunities for the right professional. Each year, we have hundreds of employees who celebrate milestone anniversaries with us.

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.

Project Manager Transformation

As the Customer Service Transformation Manager, you will play a pivotal part in managing change training and engagement activities across our teams, thereby leading our stakeholders to our new customer experience strategy. You will hold all relevant information together, while ensuring compliance to the overall program timeline and individual deliverables. You will foster knowledge exchange within the program team and your activities will support the team's success with the improvement and development of new program processes, concepts, and training curriculum.

Key Accountabilities

Planning:

• Design rollout blueprints for new processes and manage the set-up
• Coordinate planning activities consolidating, aligning, and validating planning between different projects
• Support Customer Experience (CX) leadership in generating roadmap of change activities

Project management:

• Operate project management ensuring transparency, consistency in program plans and risk management throughout all programs.
• Ensure realization of change and training measures in time, budget, and scope
• Create transparency on measures, timeline, and resources as central coordination function, where all information relevant to the program come together
• Supporting team members in the daily operative program steering
• Support the improvement and development of PMO processes and systems

Financial Management:

• Maintain project KPI’s and generate metric and KPI reports.

• Ensure KPI and metric transparency and accountability in all project-related activities.
• Collaborate with CX analytical teams and the Celonis team to align project reporting.
  

Organizational support in change activities:

• Assist in the execution of change leadership tools, such as survey processes

• Ensure and support the professional organization of large training events

• Lead smaller sub-projects within the change program within scope, time, and budget

• Support training incubation and team enablement

Managing project communication:

Preparing executive presentations including status and content information of the projects for CX leadership and relevant stakeholders

• Support stakeholder communication with presentations on status and plans

• Actively participate in program proposals

Leadership:

• Drive the transformation of policies and practices to align with our customer service strategy and vision.
• Develop strategies to facilitate adoption of new processes and tools, overcoming obstacles and championing a culture of continuous improvement.
• Independently manage and execute project components, ensuring that deliverables meet time, budget, and scope specifications.
• Recognize when to seek guidance or escalate issues to ensure project success and maintain project momentum.

Requirements (m/f/d)

Education & professional experience:

• Bachelor’s or master’s degree
• Project management certification
• At least 5 years of relevant project management experience in a custom