BPI IT Senior Manager
NEW Customer Service Companies - Sterling, VA

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This position has primary management responsibility for directing, planning, and implementing Process Improvement projects and major IT implementations required to support business strategies and SCM goals tied to Service Operation, Procurement and Service Network.
      Roles/Responsibilities:
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      Assist Leadership team in prioritizing projects based on estimated payback and needs of the business, using financial analysis and ROI calculations
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      Identifies and routinely uses the most effective, cost efficient and best practices to execute processes
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      Continually evaluates their effectiveness and appropriateness.
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      Drive and advocate positive change across the entire Supply Chain
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      Lead Supply Chain initiatives that reduce cost, increase capacity and improve Net Promoter Score (NPS)
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      Lead cross functional team members through coaching, goal setting and performance management
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      As a Change Agent expert you will be responsible for assisting in driving cultural change
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      Develop and manage clear objectives and plans of action for ESC-BPI IT Analyst
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      Create appropriate documentation, such as statements of work, process flows, and project plans for the implementation of new service programs and re-engineered processes
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      Identify and work with process owners to ensure that timelines are met and deliverables completed in a quality manner
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      Write requirements and test results for any project involving changes including implementations, bugs, and enhancements to the operating system
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      Problem-solve potential alternative solutions.
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      Must be able to evaluate project results and offer improvement suggestions
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      Act as a liaison between ESC-SCM and IT, IS, New Client Implementations, etc.
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      Work with various internal and external clients to develop requirements as well as design, test, and implement new reports for ESC-SC
      .
      Travel:
      • This position may require travel up to 30% of the time
      • Some of this travel will be overnight trips

      Qualifications
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      BS required
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      Minimum 1-2 years in supply chain at a management level
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      Previous successful experience in an autonomous role
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      Experience in leading and delivering both IT and process improvement projects on time, on scope and on budget
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      Successful use of influence and soft skills to drive positive change
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      Demonstrated ability to drive significant results
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      Ability to lead cross-functional teams. Must motivate others into action
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      Ability to manage multiple responsibilities in a fast paced environment, self-motivated, self-managed
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      Excellent attention to detail
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      Excellent oral and written communication skills, including presentation and analytical skills
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      Exceptional computer skills (Word, Excel, Access, Project, or Visio)
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      Ability to research and develop a clear understanding of all processes and procedures related to Service Management, Contact Center, Claims, and Accounting
      Preferred Skills
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      BS required in Engineering, Mathematics, or other analytical field
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      Minimum of five years of demonstrated experience in implementing new CI processes to existing and newly developed systems. This includes a demonstrated working knowledge of and experience in deploying Lean, Six Sigma, and Manufacturing Process Reengineering.
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      Six Sigma Quality knowledge a plus, including having a Green Belt
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      PMP Certification
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      Strong working knowledge of Oracle CRM and AP environments a plus
      Job Supply Chain/Logistics
      Primary Location US-VA-Sterling

      Organization Service Management Group
      Schedule Full-time

      About this company
      6 reviews
      With an uncompromising commitment to outstanding customer care, NEW has been the industry’s leading provider of extended service plans...