VIE/ PANGEO Customer Care Center of Excellence Transformation Leader M/W in Feasterville-Trevose, PA at Veolia North America

Job Description

About Veolia
Veolia group aims to be the benchmark company for ecological transformation. In 2022, with nearly 220,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and replenish them. In 2021, the Veolia group supplied 79 million people with drinking water and 61 million people with wastewater service, produced nearly 48 million megawatt hours of energy and treated 48 million metric tons of waste. Veolia Environnement (Paris Euronext: VIE) generated consolidated revenue of €28.508 billion in 2021. www.veolia.com

Veolia Water Technologies & Solutions , Industry-leading water technology and process expertise to solve your toughest water, wastewater and process challenges is looking for a Customer Care Center of Excellence Transformation Leader

Job Description

The VIE will serve as Project Manager for the Customer Care Rebranding & COE Transformation projects leading both structural and people-centric organizational change. 

Specific Goals include: 

• Collaborate with leaders and consultants to define Customer Care re-branding requirements
• Develop organizational plan harmonizing Center of Excellence & Quality teams 
  • Clear roles & responsibilities
  • Revised job descriptions 
  • Analyze need, develop, and facilitate Change Management Plan w/ Internal Partners & CSC employees
  • Develop & deploy Communication Plan for implementing change 
  • Analyze change management needs to Quality Management System documents based on rebranding and present findings to Document Management Council 
• Perform small volume of root cause analysis of Quality Incidents utilizing 8D and/or Apollo methodologies including timeline development, internal partner interview, and corrective action establishment 
• Support Quality Framework Project actions including areas of training digitization & facilitation, internal audit plan creation & leading audits, 

Knowledge/Skills to be developed:

• Leading & influencing change with stakeholders, internal partners, & customers in a global organization (process & culture)
• Creating a shared vision, mobilizing commitment, establishing monitoring & controls, changing systems & structures
• Change Management & Six Sigma Tools (GRPI Model, ARMI Tool, RACI Model, Gantt Charting, etc.)
• Benchmarking competitors & internal/external brand awareness research of customer service
• ISO 9001 Overview & understanding of 8 Quality Framework elements of our Quality Management System (Audits, Organizational Health & Training, RCAs, Key Performance Indicators, Quality Culture, Document Management, Operating Experience & Lessons Learned, & Customer Experience

Methods Skills will be developed: 

Project leadership, task ownership, and collaboration on significant projects through on-the-job training will be the primary method of learning.

VIE can expect weekly 1:1 connection with leadership for feedback, integration in weekly staff meetings, and monthly connection with 1-over-1 leadership.

Exposure to learning about all business units and ability to participate in executive level presentations.

Specific skill set training in Root Cause Analysis 8D & Apollo methodologies will be given by VWTS course completion.

Other projects connected to the Customer Care Center of Excellence & Quality Framework may arise and participation requested based on prioritization. 

Qualifications

• Educational background: Engineering, Business Management,  or Supply Chain Management Preferred
• Professional background: Quality Preferred; Supply Chain, Operations, Customer Care Optional
• Skills:Project Management, Change Management, Data Analytics, Process Mapping experience preferred, Google Suite applications 
• Languages: English; Other an added benefit

Personal abilities: Change Agent; Enthusiastic; Ability to sort through complex information to establish prioritization. Creative thinking. Influencing Skills. Data analysis. Strong verbal and written communication. Solid presentation skills with peers and leadership.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.