Continuous Improvement & Customer Experience Manager

Inside the Role

At Detroit®, we power the future of commercial transportation. Within Powertrain Operations, we are committed to Operational Excellence, a strong Lean culture, and delivering world‑class products and customer experiences. Our success is built on empowered people, disciplined processes, and an unwavering focus on value creation.
The Continuous Improvement & Customer Experience Manager is a high‑impact leadership role within Operations Excellence, responsible for advancing Lean thinking, continuous improvement, and customer experience excellence across Powertrain Operations and our closest cross-functional partners. This role operates at the intersection of global strategy, plant execution, and customer engagement, shaping both how we work and how customers experience the Detroit® brand.
This position combines three closely integrated responsibilities:
• Global Powersystems Lean and Continuous Improvement leadership
• Truck Operating System (TOS) deployment and sustainment for Detroit & Saltillo Powersystems
• Detroit® Customer Experience leadership

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Position offers a starting salary range of $128,000 – $164,000 USD

Pay offered dependent on knowledge, skills, and experience.

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.

What You Drive at DTNA

Operational Excellence & Lean Leadership

• Define, deploy, and sustain Lean strategy through the Truck Operating System (TOS), ensuring alignment with plant and functional leadership through a comprehensive plant BlueSky and Hoshin Kanri process.

• Lead KPI‑driven continuous improvement initiatives that improve safety, quality, delivery, cost, and employee engagement.

• Define plant wide optimization initiatives through an annual TOS/CI road mapping process, establish and maintain strong and effective communication to Detroit plant leadership team.

• Establish a wholistic CI initiative reporting and tracking system to create transparency on realized cost improvements for the Financial Business Unit Planning and improve resource management based on efforts vers. needs. Assist all cross-functions with initiative onboarding and training with the tool.

• Embed Lean principles (such as Value Stream Mapping, Process Mapping, Kaizen, TOS methods etc.) into daily operations, new processes, and product launches to drive sustainable performance.

• Position Detroit® TOS/CI Office as a Lean Service organization that effectively shapes the Lean Mindset and CI empowerment within operations and cross‑functional partners.

Capability & Culture Building

• Design and deliver Lean and CI training and education offers within the GPO CI Lean Academy Pyramid for hourly and salaried employees at all organizational levels.

• Lead, coach, and develop a diverse team of Lean practitioners and operational leaders to conduct effective and regular TOS workshop/kaizen or training initiatives according to regular department planning, facilitation and reporting/tracking standards.

• Build a strong, self‑sustaining Lean culture rooted in accountability, learning, and continuous improvement through the establishment of Lean multipliers in all facets of the business at all levels.

• Initiate regular interdepartmental rotations (Salaried: Lean Consultant - TOS Supervisor, Global Lead/Key Account, Hourly: Key Account Lean Specialist LC Consultant etc.) to ensure full range of competencies. Organize regular rotations with external departments to ensure proliferation of lean knowledge and fulfillment of trainee pipeline.

• Facilitate exchange of Lean Trainees between internal departments and global partners (DTNA, TT/O etc.)

• Support administration of Team Leader training, evaluations and program development throughout the business

Global Powersystems CI Leadership

• Serve as Global Powersystems CI Lead, coordinating CI strategy (yearly Hoshin Kanri Cycle for all plants), governance, reporting, and best‑pr