Business Process Manager Customer Experience Management

The Business Process Manager is a critical member of the Global Business Process team and plays a key role in the success of our Global Transformation and BIOS initiatives, supporting the Market to Customer Experience (MTCX) taxonomy. This role will closely align with business stakeholders and Global Business Process Owners to capture business requirements, elicit best practices, and define global business processes for Market to Customer Experience business processes within PCG. 

The Business Process Manager will be responsible for assuring buy-in across the business teams, managing and ensuring the proper implementation of the functional business processes and standards. They will work in partnership with the Digital Technology organization as well as third party consultants to ensure a fit-for-purpose application configuration and solution that satisfies standards for user experience. A successful candidate must be able to think broadly and connect the end-to-end processes and be comfortable in the details with a broad understanding of the process, how they are performed, where the levers are, and how they can be improved to ensure the process delivers the strategy of the business.

Additional Information:

• This position requires up to 20% travel.
• This role is not remote/hybrid.  This role will report to Sherwin-Williams nearest campus (Cleveland or Minneappolis)
• This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company’s applicable plans
• This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible 
  Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional 
  benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays.
• Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.
   

• Global Business Process Management:

  • Assist the Business Process Owners to define and standardize global business processes within the Track and Manage Customer Experience section of MTCX taxonomy, which includes digital asset management, content management, website governance and digital commerce management, and enable value realization for the global website and other associated digital applications.

    • Partner with Product Owners, DT resources, Consulting Partners, and key PCG Business Stakeholders.

    • Align key stakeholders on the direction of the global processes and build consensus. 

    • Identify and engage with Subject Matter Experts (SMEs) who represent all divisions and lines of business within all regions of the company to ensure representation.

    • Work with SMEs to gather and document business requirements.

    • Participate in on-site discovery sessions as needed. 

    • Record use cases for global vs. regional solutions including statutory and regulatory requirements.

    • Build and document process workflows in enterprise document repository.

    • Ensure processes align with data definitions and governance requirements. Identify gaps, conflicts, and partner with appropriate Enterprise Data owners to resolve.

    • Develop methods to monitor, track and report key process indicators and develop appropriate governance policies to ensure process compliance.

    • Coordinate with cross-functional leadership teams (project and business) on issues/concerns for upcoming process changes. 

    • Engage with partners and owners of related business functions and boundary applications as required.

    • Participate in user story sessions to ensure alignment with established business processes

    • Participate in pilots and user acceptance end-to-end testing.

    • Participate in program implementation as well as post go live support.

• Continuous Improvement

  • Assist in developing Global Policies and procedures for key business processes to ensure strong internal controls.

    • Implement best practices aimed at reducing waste, improving customer experience, and enabling individual and team productivity. 

    • Execute process assurance sessions to ensure processes are robust and optimized.  Document continuous improvement opportunities and share with product owners through feature identification and refinement.

    • Support global goals and initiatives via thoughtful process mapping using the enterprise document repository and Celonis process mapping tools, focusing on CI opportunities.

    • Champion the use of automation tools and process simplification.

    • Stay informed on the latest system updates that will impact existing processes.

• Change Management

  • Champion standardization and simplification efforts.

    • Highlight the positive outcomes of program and business changes and how they support the mission and strategy of the company and stakeholders.

    • Identify, document and partner with the change management team to create a plan to address process changes and their impacts on users.  Ensure changes are communicated to users and appropriate leaders.

       

Core Compentencies Include:

• Ability to think differently and challenge the norm; must be able to see the details and understand the overall enterprise business strategy but also maintain focus on business or geographic specific requirements

• A vision for how the pieces of the end-to-end process come together, where the integration points are, and how performance can be improved over time so that you can make choices on “where to play” and “how to win”

• Strong communicator; able to articulate the value of process standardization and optimization effectively

• Excellent relationship-building skills across teams, customers, and stakeholders while establishing credibility with business partners

• Excellent leadership skills in developing people, influencing, customer centricity and change mindset

• Effective collaborator; able to build and leverage relationships while working across functional groups

• Broad knowledge of existing sales and market processes, include global website management 

Minimum Requirements:

• Must be at least eighteen (18) years of age 
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must be willing to travel as required by the position
• Must have a four-year degree or higher in Marketing, Science, Business, Engineering, Finance, or IT OR at least twelve (12) years sales and marketing experience
• Must have at least five (5) years of marketing experience related to digital asset management, content management, website governance and/or digital commerce management 
• Must have at least five (5) years’ experience of consistently “meet expectations” or higher performance in business lead/technology related roles as documented in this job description 
• Must have large project and or major system implementation experience
• Must have continuous improvement experience
• Must have experience effectively relaying ideas in both technical and user-friendly language
• Must have experience facilitating meetings and following up with resulting action items
• Must have experience working effectively in a collaborative, multi-cultural environment 
• Must have experience leading and influencing cross-organizationally with and without direct authority
• Must have experience effectively moving forward on tasks even with ambiguous or changing requirements
• Must have experience communicating leading, persuading and motivating at a senior leadership level in order to effect organizational change
   

Preferred Qualifications:

• Have a Master's degree or higher in business
• Have a Six Sigma Green Belt & Lean Certification
• Have experience working in Sherwin-Williams Corporate, PCG or PCG Division(s)
• Have a strong working knowledge of Sherwin-Williams’ processes, systems, data, and reporting
• Have knowledge of marketing automation and other digital sales and marketing systems
• Have experience facilitating cross-functional decision making and governance forum
• Have experience leading by embracing problem-solving with a hands-on approach 
• Have Lean or six sigma experiences
• Have leadership and people development experience through direct or indirect supervisory roles