Job Description

The Senior Business Operations Manager is responsible for developing and deploying rich digital experiences on a robust technology foundation and streamlining business operations to improve operational excellence across all parts of the customer journey and the back-office processes that support it. The role will lead a team of Product Owners and Business Analysts that interface with both business and technical resources to ensure business, functional and technical requirements are optimally reflected across the technology landscape while partnering with PMO and change management leaders to achieve business and customer experience objectives effectively and efficiently.

This key role will partner with Commercial and CX Leaders, Customers, Sales Agents and various functional teams to improve usability and boost productivity across Masterbrand’s distribution channels and back-office functions.

Accountabilities

• Collaborate with business and technical teams on the planning, development, and execution of a strategic roadmap to deliver and support business objectives and goals, as well as CX strategic priorities.
• Drive operational efficiencies - both internally and externally – to remove friction from processes and improve overall user satisfaction metrics.
• Prioritize user needs based on impact/effort/cost analyses in collaboration with business partners within the Channel teams – Sales, Service, Commercial Excellence leaders.
• Measure ROI of enhancements and rigorously track success metrics – NPS/CES/productivity gains/cycle times/cost savings, etc.
• Further develop the overall delivery model and evolve the team to focus on core end-to-end revenue processes, with key specializations around BPM, data management and governance, AI, automation.
• Champion VOC and data insights to identify continual CX improvement opportunities. Mine data and conduct competitive benchmarking to propose new features and UX optimizations related to customer acquisition, retention, and expansion of customer relationships, as well as ensure appropriate feedback loops are active across teams and partners.
• Effectively and efficiently work across the entire tech stack and its integration points to ensure seamless, integrated work processes and data flows to enable ease of use/adoption by internal and external teams. 
• Codify processes and services through simplification, standardization, and automation in a way that boosts productivity, minimizes TCO and rapidly scales to address needs across all lines of business.
• Document and align operations with industry best practices, mature project management and agile methodologies to uphold quality standards and speed to market.
• Partner with CISO and team to ensure rigorous compliance to data privacy and security policies.

Qualifications

Characteristics & Attributes

• Must be driven, self-motivated with good organizational skills, strong attention to detail and excellent follow through.
• Must possess the ability to build effective working relationships with internal and external team members in a dynamic environment.
• Goal oriented with high sense of urgency and bias for action to drive deliverables against tight timelines.
• Lead through influence. Bring clarity to ambiguous operational and data processes.
• Aptitude for detailed process design work and quality control of operational processes.
• Ability to translate business requirements into action plans with technical partners and hold accountable for successful on time, on budget and high-quality deliverables.
• Excellent communication and collaboration skills with key stakeholders and cross-functional team members

Experience & Education

• Knowledge and understanding of web applications, programs and digital tactics.
• Salesforce Core, Experience and Salesforce Marketing Cloud platform experience.
• Strong quantitative aptitude and comfort analyzing data and process flows
• Six-sigma, BPM and/or PMI certifications highly desired.
• Change management experience highly desired.
• BS in Marketing or IT related field; blended experience a strong plus.

Organizational Relationship

This is a Sr. Manager position with direct reports and reports into: Sr. Director of Digital Experience.

Additional Information

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected].

*Actual pay will vary based on qualifications and other factors