Backlog Management Manager - Guadalupe, México - Acuity Brands

Descripción

Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir... para nuestros clientes, nuestras comunidades y nuestro planeta.

Acuity Brands, Inc. (NYSE: AYI) es una empresa de tecnología industrial líder en el mercado. Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir. A través de nuestros dos segmentos de negocio, Acuity Brands Lighting and Lighting Controls (ABL) e Intelligent Spaces Group (ISG), diseñamos, fabricamos y lanzamos al mercado productos y servicios que marcan una valiosa diferencia en la vida de las personas.

Estamos posicionados en la intersección de la sostenibilidad y la tecnología. Nuestros negocios desarrollan tecnología que ayuda a ahorrar energía a nuestros clientes y reducir sus emisiones de carbono. Logramos el crecimiento a través del desarrollo de nuevos productos y servicios innovadores, que incluyen iluminación, controles de iluminación, soluciones de gestión de edificios y aplicaciones con reconocimiento de ubicación.

Puede utilizar esta publicación para cargar su currículum e información.

Job Summary

Support and Manage
o Ensure the customer is represented on the factory floor, every day
o Manage a team of customer support professionals tasked with exceeding the order
management expectations of our agencies and customers
o Step-In, every day, to support the tactical needs of the team
o Act as a point of escalation for both internal and external issues
o Build valued relationships with our internal partners and support teams to drive our
transformational efforts and achieve ABL's goal to "increase the industry service level"
o Ensure collaborative work is in place with Production, Distribution, Sourcing and Product
teams to deliver to customers ́ expectations
o Continuously evolve the processes, structure, skills, and abilities of the backlog
management team ensuring that everyone presents a common, expectation exceeding,
experience to our customers
o Ensure those you lead are supported with training and resources to sustainably serve
our customers while growing their respective careers

• Mentor
o Guide team members on their career path, helping create plan that leads to positive
growth/upward mobility
o Make space for associates within the org to try and learn new things
o Utilize Acuity's systems and processes for team member performance feedback and
coaching on a regular basis

• Customers and Agents
o Lead & participate in customer / job site visits; Particularly large or strategic customers
to establish experience presence, firsthand experience to customer impact, and to
receive customer feedback for improvements on service and the overall customer
experience

• Company Initiatives
o Active owner of annual initiatives to increase the industry service level
o Active owner of annual initiatives to improve team productivity
o Active owner of annual initiatives to improve CX cultural norms
Technology you ́ll leverage:

• PowerBI. Some of the information you'll need is likely accessible in PowerBI. You'll want to have
or be prepared to develop proficiency with the application.

• Agile. Our agents (more so than customers) rely heavily upon Agile, the processes it enables,
and the business rules it enforces. Prepare to develop breadth and depth in both the processes
and the technology.

• Common CRM. We have and will continue to add key customer support and engagement activity
in a common CRM. We will use the platform to define our standard work and build complete
customer stories such that anyone can speed up on a customer or agent account quickly.

• Other ABL applications and tools: Internal ABL users depend on other ABL applications as part of
their process and business operations to support internal/external customers (i.e., ORET, ACP
Portal, Item Explorer, Oracle, AE tool, Dimensions 360 etc.).

• MPS tool (Master Production Schedule). We will increasingly use this new platform to serve our
business.

What we are looking for in you:

• Customer empathy and advocacy. Ability to step into someone else ́s shoes and "feel" their
struggle to truly understand their pain and fight to improve their experience. You must be a
natural and strong advocate for our customers. Your efforts must improve the customer
experience, which can sometimes be more difficult than it sounds.

• Process driven. We must serve our customers beyond their expectation, and we must have
sustainable, repeatable, efficient, and continuously improving processes. The details matter.

• Curious. There is always an improvement to be made. Be curious, learn, engage, and drive
impact.

• KPI (Key Performance Indicators) driven. Find ways to measure how well we ́re serving our
customers. Drive teams based on action plans from these results.

• Expertise. Expert knowledge of our business processes and deep, relevant domain knowledge of
two or more Acuity domains. You need to fully understand anything that could impact on the
customer experience at any point and how we can resolve it.

• Business acumen. Elevated level of business insight, organizational skills, and interpersonal
abilities.

• Pace. An ability to multi-task and work effectively in a dynamic, fast paced environment

• Leadership. An ability to lead and drive (directly and indirectly) to achieve results. You know that
influence is greater than authority.

What you should have:

• Bachelor's degree or equivalent work experience or certifications

• Solid understanding of staff management

• Excellent problem-solving and critical thinking skills

• Superior management and interpersonal skills

• Ability to remain calm and focused on stressful situations.

• 3+ years' customer and managerial experience across a variety of domains

• Assertive; ability to provide direction on systems and processes.
Travel: Expect to have a 10-25% travel commitment. May vary based on the individual and the nature of
projects

Valoramos la diversidad y somos una organización que ofrece igualdad de oportunidades. Todos los solicitantes calificados serán considerados para el empleo sin distinción de raza, color, edad, género, orientación sexual, identidad y expresión de género, origen étnico o nacional, discapacidad, embarazo, y religión.

Cualquier currículum no solicitado enviado a Acuity Brands por un tercero, como un reclutador de la Agencia, incluidos los currículums no solicitados enviados a una dirección postal, una máquina de fax o una dirección de correo electrónico de Acuity Brands, directamente a los empleados de Acuity Brands o a la base de datos de currículums de Acuity Brands, se considerarán propiedad de Acuity Brands. Acuity Brands NO pagará una tarifa por ninguna contratación que resulte de la recepción de un currículum no solicitado.

Acuity Brands considerará que cualquier candidato para el que una Agencia haya enviado un currículum vitae no solicitado ha sido remitido por la Agencia libre de cargos o tarifas. Esto incluye cualquier agencia que sea un proveedor aprobado/contratado pero que no tenga las aprobaciones adecuadas para participar en una búsqueda.