Customer Service Centre Improvement Manager

Select how often (in days) to receive an alert:
Work Location Type:
Hybrid
About Grainger
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working®by serving more than
4.6 million customers worldwide with maintenance, repair and operating(MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported
2025 revenue of $17.9 billion. For more information,
Compensation:
The base salary for this role ranges between $90,800 - $150,000, with eligibility for an incentive target of 15% which is contingent upon achieving both individual and company performance objectives.
The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade. Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills. The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided.

Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.
This job posting is for an existing vacancy.
The Customer Service Centre Improvement Manager is responsible for leading and supporting continuous improvement initiatives across Customer Service Centres to enhance customer experience, team member engagement, operational effectiveness, and business performance. The role partners with leaders and cross-functional stakeholders to identify opportunities, implement sustainable solutions, drive standardization, and deliver measurable improvements in service, productivity, quality, and cost performance.
You Will:
Lead and execute continuous improvement initiatives that enhance customer service, operational performance, team member engagement, and cost efficiency across Customer Service Centres.
Serve as the subject matter expert for continuous improvement methodologies, providing coaching, guidance, and thought leadership to leaders and teams.
May lead and provide direction to continuous improvement professionals, project team members, and cross-functional stakeholders in support of improvement initiatives and business objectives.
Partner with Customer Service Centre leaders and cross-functional stakeholders to identify, prioritize, and implement sustainable process improvements and operational best practices.
Facilitate problem-solving workshops, root cause analyses, and process improvement activities to address business challenges and improve performance.
Develop and implement standardized processes, governance frameworks, and best practices that drive operational excellence and consistency across Customer Service Centres.
Design and facilitate training, coaching, and capability-building programs, partnering with the appropriate Center of Excellence (COE) when needed, to foster a culture of continuous improvement and operational excellence.
Lead projects of varying size and complexity, ensuring stakeholder alignment, adoption, and achievement of targeted business outcomes.
Conduct Go See's, operational reviews, customer interactions, round tables, workshops, and other field observations to identify opportunities, validate improvements, and support change adoption within Customer Service Centres.
Successfully tell the story through data and metrics, translating insights into actionable recommendations and measurable business outcomes.
Identify opportunities to improve service and operational efficiency through process optimization, automation, and technology-enabled solutions in partnership with key stakeholders.
You Have:
Bachelors Degree or Equivalent Experience
5+ Years of experience in a process improvement or operational role
Experience in Customer Service, process optimization, operations, or business management
Excellent analytical skills with the ability to solve complex problems in a timely manner, while working…