Summary:
The Suffolk County Water Authority is seeking a Process Improvement Manager to ensure the highest level of service is delivered to all customers. This individual will advocate for change and continuous improvement by providing new ideas to further elevate customer experience, employee satisfaction and company goals and objectives.
 

Job ID/Number:
 

Posted Date:
8/12/2019
 

Job Location:
 

Position Type:
Full Time
 

Division:
Administration
 

Description:
The Suffolk County Water Authority is seeking a Process Improvement Manager to ensure the highest level of service is delivered to all customers. This individual will advocate for change and continuous improvement by providing new ideas to further elevate customer experience, employee satisfaction and company goals and objectives.
 
Responsibilities:
  • • Review/evaluate current company practices and develop plans to implement change.
  • • Establish company-wide standards for high-level service across multiple departments.
  • • Act as a liaison between departments and executive staff in implementing new policies and procedures.
  • • Review monitoring procedures and assist in live and backend monitoring of staff.
  • • Maintain and implement proven coaching techniques for management employees to assist staff in meeting defined goals.
  • • Conduct ongoing reviews of successes/failures of processes and communicate these with employees and management staff.
  • • Measure process improvement benefits after changes are implemented.
  • • Implement Six Sigma methods to design and implement process efficiencies.
  • • Identify, develop and track KPI’s and ensure accountability for processes across departments.
Qualifications:
  • • Bachelor’s degree in Business Management or related field preferred.
  • • Minimum of 3-5 years experience in Quality Assurance, Process Improvement and Change Management required.
  • • Experience in designing and implementing training for management and line staff.
  • • Six Sigma – Greenbelt or above preferred.
  • • Excellent written, verbal communication and organization skills essential.
  • • General understanding of the utilities industry with an emphasis on water.
  • • Advanced proficiency in MS Excel and MS Access with the ability to pull and manipulate data and present findings using VBA, Pivot Tables and VLookup.
  • • Call Center experience using customer interface systems; AVAYA, call recording & monitoring solutions and WFM software a plus.
  • • Travel between the 7 SCWA locations will be necessary.
*The Authority may accept an equivalent combination of education and experience to meet the requirements.*

Interested candidates should submit their application and resume via the SCWA website (www.scwa.com) and select “Career Opportunities”. Salary for this position will be commensurate with education and experience. Suffolk County residents preferred.

(The Authority shall not employ relatives of employees as defined to mean an employee's spouse, child, stepchild, stepparent or direct descendant of grandparents of the employee as defined in the New York State General Municipal Law 810.)