Manager Operational Excellence (Master Black Belt)

Date: Nov 23, 2021

Location: Columbus, OH, US, 43202

Company: American Chemical Society

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 114 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

CAS is currently seeking a Customer Experience Manager.  This position will be located in our Columbus, OH headquarters.

CAS believes in putting the customer first in every aspect of our business.  Customer Experience is a critical function that helps drive innovation and improvement throughout our organization. In order to deliver a distinctive and valuable customer experience, there is a need to develop a deep understanding of the end-to-end customer experience.


Reporting to the Senior Director, Customer Experience, the Manager Operational Excellence (Master Black Belt) works across functions to improve the overall customer journey, on a touchpoint basis, by improving, optimizing and automating processes to improve our overall value to the customer



•             Manage programs to ensure regular and purposeful interaction with customers.

•             Develop and execute customer experience projects, including monthly NPS and customer satisfaction surveys

•             Owns the Qualtrics survey system and dual closed loop follow-up with customers

•             Identify and document customer stories for internal and external use

•             Leads operational cross-functional projects and programs end-to-end using a formal PMO process. Facilitates the development of a charter and integrated timeline. Ensures all functions remain on schedule and issues get resolved or escalated.

•             Guide and empower others to drive process & client experience improvement efforts.

•             Create clear, concise presentations that highlight customer insights and articulate strategic opportunities for improvement and growth.

•             Provide analysis on the end-to-end customer relationship from initial engagement to on-boarding, training, launch, and renewals/scaling

•             Deliver an exceptional customer experience with pro-active communication and orchestration across internal stakeholders

•             Design dashboards and reporting to track overall adoption, operational KPIs, and customer health

•             Leads journey mapping and design, digital customer experience strategy, and roadmap development

•             Problem solve and think creatively to continually improve and innovate current processes and identify solutions to prevent customer’s pain points  

•             Work with all functional business areas to improve customer experience 

•             Represents the business to the Customer Experience community in forums and networks with world-class programs/companies to stay abreast of market and workplace trends

•             Prepare CX-related visualizations with concise summaries of findings

•             Foster a culture of transparency, act as the main liaison between other departments to ensure data accuracy and uniform understanding of key metrics

•             Working knowledge of statistical packages or tools used for data analysis



•             Bachelor’s Degree in industrial engineering, business, or related field

•             Master Black Belt certified

•             PMP Certified

•             Change Management


Technical & Leadership Experience:

•             Experience with Qualtrics, Tableau and SFDC

•             Internal and external stakeholder management

•             Ability to drive execution with tangible results

•             Excellent communication and organizational skills, with the ability to communicate clearly while maintaining a friendly and optimistic attitude; empathy is a must  

•             Ability to construct voice of the customer models and trend customer data to identify opportunities for improvements to meet the expressed and implied needs of the customer

•             Experience in training business colleagues in customer experience theory, root cause analysis, problem solving, and customer experience project management

•             Ability to manage ambiguity, work autonomously and multi-task

•             Ability to effectively communicate with and influence all levels of the organization

•             Resourceful with a confidence in computer skills, data analysis, and trend forecasting and an ability to operate with a sense of urgency 


CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran

Nearest Major Market: Columbus

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