Customer Experience Project Manager at Plymouth

Job Description

The Customer Experience Project Manager plays a key role in driving the vision and strategy of Sleep Number’s Customer Experience initiative. They will identify, plan, manage and execute complex, cross-functional projects focused on maximizing customer’s comfort experiences. The Project Manager directly interfaces with and influences key leadership by providing customer-driven insights and recommendations with supporting business cases to solve strategic business challenges related to the comfort of Sleep Number products.

 

Responsibilities:

• Lead and execute customer experience improvement projects focusing on comfort specific VOC (Voice of the Customer); employ fact based decision making tools and VOC analysis to analyze data, identify root causes and develop solution recommendations
• Implement large scale organizational change efforts including business case development, solution design, pilot, complete rollout and monitor solutions
• Ability to lead cross-functional process improvement teams to solve for customer preference related issues to influence product design and life-cycle
• Directly interface with function experts and influence key leadership to make strategic decisions, evaluate long-term opportunities and relate to business strategy, financial performance and effective resource utilization
• Lead through influence working in areas where this position has no direct decision making authority
• Develop operational decision support tools including executive dashboards and leading indicators for continuous process improvement and monitoring
• Leverage and institutionalize Customer Experience principles throughout the organization

Job Requirements

• 5-7 years of process improvement experience with 2-3 years focusing on customer specific initiatives
• 5-7 years of project management experience
• Bachelors Degree is a technical field is required. Master’s degree preferred
• Ability to communicate effectively with staff at all levels and communicate teams progress to Business Leaders
• Demonstrated success in all requisite project management skill sets: coaching, presentation, project team leadership, facilitation, influence, negotiation, decision making, computer tools, finance, project management
• Successful experience implementing large scale organizational change efforts
• Strong analytical skills and natural affinity to analyze and mine data for problem solving
• Six Sigma experience a plus
• Extensive computer skills including Excel, Access, Power Point, and Visio

Country: USA, State: Minnesota, City: Plymouth, Company: Sleep Number by Select Comfort.