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Project Director - Global Continuous Improvement
Retail Industry Company
Estero, FL, United States
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General Responsibilities
The Project Director is responsible for driving customer service improvements at all customer touchpoints. Initiatives will include optimizing instant return, fuel island/VSAs, counter operations, and exit gate. For each area, develop standard work, information flows, scripts, staffing models, and incentives. Company GCI provides our team members the opportunity to gain strong hands-on internal consulting experience in an entrepreneurial setting. The work we do requires a certain type of person; passionate about raising the bar on what is possible and focused on doing whatever it takes to help our internal clients succeed. GCI seeks critical thinkers and strong communicators who thrive in challenging, fast-paced, and exciting situations and are looking to make a valuable imprint both contributing to GCI’s organizational growth and inside Company.
KEY RESULT AREAS
1. Lead customer service initiatives largely independently with periodic input from leadership – being able to identify and refine the opportunity, structure the work streams, analysis, resources, and timeline.
2. Efficiently manage GCI/internal client resources within compressed timeframes while ensuring changing needs of engagement are being addressed and buy-in / sustainability.
3. Manage complex problems through use of work plans to ensure deadline compliance.
4. Guide team in collection, synthesis, data analysis, and in conducting interviews with internal clients and business stakeholders.
5. Solicit input from senior GCI leadership and client stakeholders
6. Manage elements of the engagement process (e.g., scheduling meetings around structured milestones).
JOB DIMENSIONS
A person in this position must interact effectively throughout the global organization to gain the authority to achieve his/her financial objectives. This position requires a high level of autonomy while retaining the ability to work in a collaborative environment.
Mandatory Requirements
Knowledge, skills and experiencerequired
• Experience with Company/rental car frontline operations (car assignment, replenishment, Choice)
• Knowledge of car assignment rules
• Ability to work collaboratively with RVPs, GMs, and Frontline
• Lean/Six-sigma process improvement experience
Educational Background:
• Bachelor’s or Master’s Degree in business, engineering, economics, or a similar quantitative field.
• Lean Six Sigma Black Belt certification
• Preferred MBA, PMP Certification, Advanced Lean/Six Sigma Certification a plus.
Professional Experience:
• Minimum five years Engagement management experience in one or more of the following growth & operations improvement topics: growth strategy, strategic planning, market & competitive assessment, sales & marketing effectiveness, pricing, post-merger integration, operations strategy, cost reduction, supply chain optimization, product/asset life cycle management, and KPIs
• Minimum of five year’s management experience with significant P & L responsibility, including both direct supervision of employees and leading teams. Experience with virtual teams a must.
Knowledge:
• Proven experience with established continuous improvement methodologies
• Deep understanding of business concepts: market, financial, operational, and organizational.
• Proven project management experience
• Highly competent with MS Office elements including Excel, Word, PowerPoint, Project, and Access
• Proficiency with industry standard statistical software (Minitab etc.) Igrafx, Tableau experience a plus
Skills:
• Strong capabilities with market/opportunity sizing, financial and operational analysis, and model creation; advanced proficiency with analytical tools such as MS Excel, MS Access, and/or others.
• Creative problem-solving skills; strategic, insightful thinking, client-focused perspective, ability to prioritize & meet multiple deadlines in compressed timeframe situations with attention to detail.
• Excellent verbal and written communication skills; ability to communicate and work effectively cross-functionally and at all levels and geographies; advanced proficiency in MS PowerPoint.
• Passionate, high-energy, self-starting entrepreneurial mindset; results oriented.
• Ability to connect teams to achieve effective solutions
• Exceptional planning and organization skills
• Well-developed leadership abilities to build positive relationships and handle conflict resolution
• Functions with a high degree of autonomy while maintaining a collaborative approach
Competencies:
• Ability to work comfortably across functional and geographical boundaries
• Matrix management capability
• Contingency planner
• Execution and discipline
• Business Acumen, commercial awareness
• Ability to coach and provide feedback to team members
• Edge – courage to make tough yes/no decisions
• Excellent team builder. Ability to identify and overcome obstacles that inhibit team effectiveness
• Leadership
• Teamwork
• Continuous improvement
• Communication
• Energy
• Ability to energize others
Additional Notes:
• Must have a customer service orientation
• Self-starter with gravitas to work across all levels and motivate variety of teams, without actual reporting structure
• Strong on integrity, flexibility, creativity, innovation and passion
• Results orientated
• Travel is 60% to 75%
Preferred Requirements
EEO/AA: Females/Minorities/Disabled/Vets