We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.
Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.
Job Summary
Effective process and operations management is essential to support the overall business strategy and structure. As we continue to transform our Customer Experience (“CX”) model, the CX team is looking for a CX Operations Representative Senior to play an important supporting role. This CX & Engagement (CXE) team focuses on overall CX department operations, metrics and surveys, and process and policy improvements that directly impact the customer experience, including, but not limited to: CX satisfaction measurements, CX operating reviews, returns, warranties, service and product quality, and operational productivity.
Partner with our ABL partners and broader CX leadership teams to drive long-term success and goal realization of strategic initiatives and projects through operational processes, policy effectiveness, key performance indicators, and customer satisfaction measurements. You will help identify, document, rank, prioritize, and execute on the improvement opportunities that will most positively impact our customers’ experience. Serve as ABL’s voice of operational processes to its internal and external users and advocate for these users internally; directly influencing and driving process, policy, and customer satisfaction improvements. Proactively communicate, develop, and train subject matter experts as part of the process improvement roll out process. You are the voice of ABL service effectiveness and will ensure that our CX teams are acutely aware of where we are succeeding, where we’re coming up short, and what we’re doing to improve.
Key Tasks & Responsibilities (Essential Functions)
Projects, Process Improvements & Analysis
- Process and policy. Use your expert-level company and market knowledge to begin going deep and wide in understanding the processes and policies that directly impact our customers. With little to no guidance, determine if we should start fresh, retrofit, or maintain said processes.
- As our transformation gets underway, question and propose policies and procedures to enable seamless, successful, and effective alignment within CX and across ABL.
- You and our broader CX teams will drive each other to be better. Lead your project teams and partners in the creation a feedback mechanism that will enable ongoing connectivity and ability to identify process, system, or policy alignment improvement opportunities.
- Partner with any of our ABL teams (CX, Product, Supply Chain, Compliance, Sales, Marketing, etc.) as needed to propose and lead solutions that drive enhanced connectivity, service level agreements, and accountability to improve our policy alignment, operational flow, cost, and resolution cycle time where possible.
- Keep current on various business processes, operations, policies, and systems. Work together to ensure the intent of commercial policies properly aligns with process and systems to service our customers accurately and effectively.
Team & Department Operations
- KPIs and monthly operating results. Your analysis and interpretation of the CX KPIs will guarantee that our CX and ABL leadership teams are aware of and prioritize customer experience activities. Ensure your CX Management and Operations partners to pull, monitor, interpret and present key performance indicators to identify what is working and where there could be opportunities for improvement. Be solution-focused and driven.
- You will use, and begin to coach others on how to use, a data driven approach to validate potential problems, measure effectiveness of solutions, and drive accountability.
- Through teaching and coaching, drive accurate and consistent policy and process knowledge and discipline across the various users and practitioners in CX.
- Support KCS adoption: Ensure our teams and associate (especially designated SMEs) are leveraging, creating, modifying and contributing to our knowledge base assets. Collaborate with ABL’s broader CX teams to ensure proper use and development of knowledge centered service models that drive operational and process efficiency and adherence.
Voice of Customers & Partners, Market Knowledge
- Directly engage with customers and partners to gather understanding of their business and needs so that their expectations are reflected in our ABL policies and processes.
- Customer satisfaction. Lead the evolution and culturally shift ABL’s measurements of customer and external partner satisfaction with a critical focus on taking and influencing actions that result from feedback.
- Remain acutely aware of the Customer impact of our current business process and operations, gather process and operational feedback, and lead, with minimal guidance, complex projects improvement opportunities to better service our customers.
- Absorb market and customer intel from your customer engagement and CX colleagues to ultimately and propose to Ops and ABL partners create fulsome corporate policies and processes, as well as contribute to knowledge and/or training support of said policies and processes.
Customer Experience Leadership Connectivity and Drive CX Culture
- Work closely with and offer up solutions to the CX leadership team to drive our transformation efforts and achieve our ABL goal to “Increase the Industry Service Level.”
- Lead overall engagement activities to infuse a customer obsessed and curiosity-filled culture into the business.
- Help create seamless Acuity actions and responses for our customers to prevent a disjointed customer experience. We are “One Acuity”, not siloed by our internal structures.” Develop lasting valued relationships with our customers, our CX leaders, our operations and supply chains teams, and our Agile product management leads.
Technologies you'll leverage
- Agile portal and other ABL applications & tools: Our agents and internal ABL users rely heavily upon Agile, the processes it enables, and the business rules it enforces. Internal ABL users depend on other ABL application as part of their process and business operations to support internal/external customers (i.e., ORET, Item Explorer, PDM, ANR, Field Claim Work Bench, etc). Prepare to develop breadth and depth in both the processes and the technology.
- PowerBI, Salesforce, Five9, Survey and Customer feedback tools: We have and will continue to build on these tools’ features and capabilities to support and enhance our processes and operations. You will want to have or be prepared to develop proficiency with these applications.
- Relevant ABL tools and resources. Our ABL partners (ex. tech support, post-sales, accounting etc.) use a variety of tools and processes, you’ll need broad, and in some cases specific, familiarity with each and how they impact the customer’s journey.
Skills and Minimum Experience Required
- Bachelor’s degree or equivalent work experience or (certifications).
- 8+ years of experience in business, operations, or process improvement.
- Solid understanding of industry specifics and business strategies.
- Proficiency with Agile and other ABL applications, business processes, and policies.
- Assertive; ability to provide direction on systems, processes, and company policy.
- Relevant experience with three or more Acuity domains.
- Excellent problem-solving and critical-thinking skills.
- Superior interpersonal skills.
- Experience collecting, accessing, and interpreting data to provide insights to customers and partners preferred, not required.
- Reporting experience preferred, not required.
- Pre-order, order, and post order phases experience preferred, not required.
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
Please click here and here for more information.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
E-Verify Participation Poster
e-verify.gov
eeoc.gov
The range for this position is $80,400.00 to $144,700.00. Placement within this range may vary, depending on the applicant’s experience and geographic location.
