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VP SERVICE EXCELLENCE FIELD OPS in Memphis, TN at ServiceMaster

Date Posted: 1/10/2020

Job Snapshot

Job Description

The Vice President of Service Excellence will be instrumental in ensuring the successful outcome of ServiceMaster’s company-wide initiative toward enhancing overall customer and field personnel experience. He/she will report directly to the Chief Transformation Officer and will be part of a dynamic and cross-functional Transformation Office that works across all regions to champion the effort. The Vice President of Service Excellence will have high visibility at the most senior levels of the organization and will have multiple career growth paths as a result of this effort, including future P&L ownership, regional operations management leadership, and product management positions.

Based on Lean principles, the successful candidate will be responsible for driving transformation of the customer and front-line employee/field operations experience by designing and improving processes and the overall services operating model. He/She will develop future state models to elevate customer experience, satisfaction, retention and value.  The Vice President of Service Excellence will partner with branches to implement pilots of models that scale rapidly. The successful candidate will coach and direct key company-wide continuous improvement initiatives as well as the design and roll out other service quality systems and initiatives.

Responsibilities

  • Partners with corporate and functional business leaders to develop and lead the ServiceMaster field service operations transformation. Utilizing Lean Enterprise Architecture principles as the foundation.
  • Enables a “Clean Sheet” approach to decision making and operating models.  − Facilitates the redesign of planning processes impacting the front-line teams, such as Technicians, Outside Sales Professionals, Franchisees, and Contractors.  − Uses “Design Thinking Methodology” to solve complex problems and find desirable solutions for customers by drawing upon logic, imagination, intuition, and systemic reasoning to explore possibilities and/or create desired outcomes that benefit the end user.
  • Creates and manages platforms for sharing best practices for field operations.
  • Builds, tests, validates, adapts, and rolls out new programs or products through the Agile methodology.  
  • Designs and rolls out a service quality system.   
  • Applies and trains team leaders on the Continuous Improvement Initiatives method, how to interact with team members and other stakeholders, as well as how to enhance relationships. 
  • Coaches assigned teams through deployment of customized Operational Excellence training.
  • Establishes requirements that leverage support function initiatives led by other team members.

Candidate Profile 

The ideal candidate will have a proven Lean mindset and relevant experience in a customer-centric organization. Experiences will include mentoring and coaching others, program and change management, and championing transformation initiatives. 

 In terms personal competencies required for the position, we would highlight the following:

Setting Strategy

  • Champion and promote a genuine Lean Culture, with standards and norms that shape the way people think about their work, how they identify and solve problems, how they approach collaboration, performance management and measurement across the organization. 
  • Total commitment to continuous improvement, with a bottoms-up approach to rapid problem-solving to achieve quick improvement wins in the field.
  • Kaizen mindset where leaders and team members continuously focus on quality and productivity improvement, implementing changes quickly and collaboratively.
  • Best practices transfer, driving leaders and team members to adapt and implement successes across the enterprise.

Executing for Results

  • Grit and determination to employ capability with discipline, following through on goals and objectives to successful completion delivering business impact and results.
  • Ability to adapt and maintain effectiveness in the face of obstacles, ambiguity and change.
  • Passion to continuously assess management systems and behaviors:  − Ensure that there are well-defined plans to achieve the team’s objectives; − Continuous checking to ensure the team is executing against the plan; − Ability to analyze and determine whether the set plan works as expected; and − In case of a negative outcome, demonstrate the competence to determine the reasons why and the necessary adjustments

Leading Teams

  • Demonstrated humility across organizational levels via servant leadership attitude and behavior.
  • Willingness to listen to and embrace diversity of perspectives, opinions and ideas, rather than attempting to shine as the smartest person in the room.
  • Independence and good judgement; positive attitude; innovative spirit; willingness to challenge the status quo and disrupt.
  • Natural and inspiring energy that people want to follow.

Relationships and Influence

  • Effectively communicates in both written and verbal form, and at all levels – from the C-suite to the field - across the organization.
  • Check execution of plans to achieve cultural objectives, not only financial-focused results.
  • Proven ability to influence others – employees, partners, contractors from multiple disciplines.
  • Willingness to inform, convince, and inspire to action on key initiatives throughout the enterprise. ▪ Effectively drive collaborative change management across the traditional boundaries and silos of functional domains, brands, and geographies.

Requirements

  • Bachelor’s degree. Master’s degree preferred
  • 15+ years of business experience
  • Quality Management System (QMS) Practitioner
  • Strong program management experience
  • Experience as Agile Coach and/or Kaizen Leader
  • Operational excellence deployment experience; in the service industry preferred
  • Strong communication and influencing skills 
  • Willingness to challenge the status quo

ServiceMaster is proud to be EOE.

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