Manager Business Process Improvement

Manager - Business Process Improvement

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is hiring for a Manager - Business Process Improvement in West Chicago, IL. We are looking for you! Pay $85K-$100K. Travel - Ability to conduct business travel frequently.

The Manager - Business Process Improvement is responsible for managing the implementation of Customer Experience (CX) standards and improving operating metrics by promoting a business process excellence culture through Continuous Improvement (CIMP). This critical role leads training for all customer-facing associates on applicable Airgas systems such as Google Kite, SAP, and Business Warehouse. Candidates must be proficient in all Airgas operating systems to effectively deliver training to a variety of associates, including new hires and existing staff. By creating a high level of competency and practical use of these systems, the role directly contributes to an improved customer experience through reduced errors and increased accuracy.

Lead and deliver comprehensive hands-on, classroom, and virtual training to customer-facing associates on Airgas operating systems (including SAP, Google Kite, and Business Warehouse) to close skill gaps and build high-level system competency. Develop and maintain all training content and materials, such as training aids, documents, videos, webinars, and "quick tips," in collaboration with business partners. Drive business process excellence by coaching peers and leaders on transformational change, communicating improvement philosophies, and developing Customer Experience (CX) initiatives to reduce the Customer Effort Score (CES). Act as the regional champion for the adoption of Artificial Intelligence (AI) tools, specifically Google Gemini, identifying opportunities for automation, enhanced analysis, and improved decision-making. Provide immediate support to associates via phone, chat, or email for core systems including SAP, Salesforce CRM, Power BI, and Gemini when not actively engaged in training.

Are you a match? 3-5 years of progressive professional experience including customer experience and / or business process improvement / quality management experience. Experience successfully leveraging business analytics to inform decisions. Systematic problem solver...