Customer Operation Manager

<p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. We want people who are ready to Build Something Amazing.</strong></p> <p><em><strong>"At La-Z-Boy we're dedicated to home... because home is what really matters and what will always matter. At the end of even the longest days, home is where we find ourselves."</strong></em><strong><em><br /><a href="https://vimeo.com/230201741" target="_blank" rel="noopener noreferrer">Watch the full experience here.</a> </em></strong></p>

Monroe, Michigan

La-Z-Boy Corporate

<p><strong>Not many companies can say that they are both a household brand and one of the most innovative organizations in their industry. La-Z-Boy can. Ninety years after our first recliner, we&rsquo;re still re-inventing the industry.</strong></p> <p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. Our people are what drives us forward. We want people who are ready to Build Something Amazing.</strong></p> https://www.la-z-boy.com/

keywords: join,management,teamwork,quality assurance,develop,oversee,reporting,budget,experience,degree,compliance,communication

Full-Time

Competitive

Overview: Come join our team and help us Build Something Amazing.
Responsibilities: &bull; Manage policies and procedures including communication, continuous improvements and metrics for customer care division.<br />&bull; Collaborate with internal departments on warranty guidelines, new product introductions, engineering changes and service planning including representing customer care with parts suppliers and vendors in partnership with supply chain.<br />&bull; Ensure effective training is available for customer care division employees.<br />&bull; Collaborate with internal and external sources to ensure continuous process improvement for customer care division.<br />&bull; Manage customer operations and warranty budget including expense reduction, forecasting and analysis.<br />&bull; Develop audits programs as necessary to ensure compliance and adherence to policies.<br />&bull; Oversee customer contact and resolution for product safety concerns<br />&bull; Manage service aspect of dealer transitions into RDC network<br />&bull; Manage maintenance and support of Service systems utilized by internal and external users<br /><br />SCOPE &amp; IMPACT: Update and enhance scope and impact<br />8-10 direct reports. Manages direct budget of &lt;$1MM (Supports budget &gt;$20MM)
Requirements: MINIMUM REQUIREMENTS:<br />&bull; Bachelor&rsquo;s degree in Business, Supply Chain or related field with 6- 8 years of relevant experience or equivalent.<br />&bull; Three (3) to Five (5) years in Supervisory/Leadership experience.<br />&bull; Demonstrated progressively more responsible positions in a warranty, service and/or policies role<br />&bull; 3+ years&rsquo; experience in managing training programs<br />&bull; 3+ years&rsquo; experience with vendors and suppliers in policy and process roles<br />&bull; Strong verbal and written and communications<br /><br />PREFERRED REQUIREMENTS:<br />&bull; MBA<br />&bull; Extensive knowledge of process methodologies, practices, and procedures.<br /><br />SUPERVISORY RESPONSIBILITIES: Approximately 8-10 direct reports.<br /><br />PHYSICAL DEMANDS/WORK ENVIRONMENT:<br />Office environment / no specific or unusual physical or environmental demands. Often required sitting, repetitive hand motion (such as typing), hearing, listen, and talking standing and walking. Seldom required to bend, climb stair or lift &ndash; up to 10 pounds.<br /><br />CORE ATTRIBUTES:<br />Communicate Transparently<br />Lead the Team<br />Impact and Influence<br />Deliver Results<br />Coach and Develop<br /><br />At La-Z-Boy, we are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. We understand that our employees&rsquo; diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to Build Something Amazing.<br /><br />OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.