The Sr. Manager is responsible for business processes and technologies. This role will complete operational and systemic needs assessments and cost/benefit analyses aligned to business operational strategies as well as identify and evaluate current and relevant processes that parallel technological capabilities. This role will oversee the effectiveness of all technology, business processes, inclusive of but not limited to Customer Relationship Management (CRM), Workforce Management (WFM), Coke One North America systems/processes (CONA), and Telephony (Genesys).
This role will collaborate with various internal/external business partners, working closely with the Sr. Director of Operations of CCH (Customer Connections Hub) to achieve targeted operational metrics, as well as advance sales center capabilities, leveraging industry knowledge, exploring industry advancements, and applying technological capabilities to drive overall CCH effectiveness.
This role will provide efficient oversight, planning and management of our resources and expenses while building bench strength across the organization. Succession planning is going to be critical to building a culture that is rooted in our Purpose Statement, Our Destination Statement, and Diversity Objectives that will enable us to deliver strong results.

• Leads Customer Connections Hub (CCH) evaluation and optimization of business processes and technologies to achieve revenue and gross profit objectives. Works closely with stakeholders at all levels to identify and prioritize process improvements, automation opportunities and technology enhancements.
• Partners with Sr. Director of Operations and the Business System Managers to to research and develop opportunities through gap analysis and evaluation of performance metrics in developing strategies that optimize efficiencies of business processes and system/technical platforms.
• Serves as a subject matter expert for all CCH systems, providing end-user support and training through creating training resources and hosting training sessions for end-users.
• Monitors the performance and availability of systems to mitigate the disruption of business processes.
• Communicates with Systems Providers to share feedback from the team, organize requirements, and communicate delivery expectations and service level agreements.
• Directs, leads, and motivates a dedicated systems and process team to deliver results by communicating company goals and deadlines; engaging and developing teammates through effective performance management, coaching and training; implementing continuous improvement methods and embodying company purpose and values to inspire servant leadership opportunities.

• Business Process Management certication preferred Six Sigma Certication
• Green Belt minimum Works with computer, travels quarterly, oce-based teammate
• Must be able to prioritize daily, weekly, and project-driven assignments eectively to meet deadlines and service level agreements with partners

• High School Diploma or GED
• Knowledge acquired through 5 to up to 7 years of work experience

• BA/BS in Business, or Logistics
• Six Sigma Certification
• Green Belt minimum

Office Environment

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