Why Ansell?

At Ansell, by staying two steps ahead of workplace risk we aim to deliver innovative safety solutions that enhance people's quality of life. As a global leader in protection solutions, we design and develop a wide range of products including gloves, clothing, and other protective gear, to keep workers safe and productive in industrial, medical, and consumer applications.

Discover more about our company, our team, and our values by visiting us at .

Ansell is looking for a Sr. Manager, Operational Excellence to join our team in Iselin, NJ!

In this position you will play a vital role in directing and overseeing the Iselin and Reno Customer Experience operations. This includes enabling and driving a high-performance culture and effective operating rhythm across all the teams that form Ansell North America's Customer Experience (CX) Department, Customer Service & Customer Success. Align Ansell's CX enhancing strategy with team objectives and KPIs, enabling delivery of a world-class customer experience to our full North American customer base. This includes defining onboarding and ongoing training needs for all CX teams and designing / implementing programs that will drive continuous improvement efforts in collaboration with our HR & Learning & Development functions. Maximize efficiency, capacity and process adherence within the department to free up Manager's time to focus on coaching their people and delivering on customer needs. Monitor customer interactions via all communication channels to ensure adherence to policies and standard operating procedures in compliance with ISO 13485 requirements - including all documentation responsibility. The position will also hold responsibility for administrating the Customer Survey process, where we gauge Net Promotor Score and Customer Satisfaction and will be a member of the Americas Customer Survey Management Committee. Understand the landscape of customer experience-enhancing digital tools and platforms, including (but not limited to) Feedback Modules for NPS & CSAT improvement, Live Chat, Webstore, Customer Portal and AI-driven QA monitoring software - and must be able to guide the CX Department in the implementation of these platforms into our operating routine.

What benefits and opportunities does Ansell offer?

• Competitive compensation plan, including a performance based annual incentive.
• Flexible and hybrid work model.
• An inclusive and collaborative environment that values diversity and fosters an international culture.
• Ansell University programs to develop professional and interpersonal skills.
• Opportunities to advance and grow within the company.
• Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
• 401-k plan with company match
• Paid time off (vacation, sick and personal days) 14 paid holidays
• Continuing Education Reimbursement
• Summer Friday's
• Regional Diversity, Equity & Inclusion committees
• Green office concept and a global mission of sustainability

What your role will be?

• Leverage data to drive continuous improvement projects in the areas of productivity, quality, customer service and sales.
• Align Individual & Management KPIs with Departmental Strategy & Goals as part of the annual performance planning process.
• Monitor the customer experience market landscape to identify trends and new technologies that support continuous process improvement, digitization, and superior customer satisfaction & loyalty.
• Support with the creation, maintenance & advancement of departmental dashboard monitoring - incorporating basic performance metrics with customer-centric scorecards such as CSAT, NPS & Customer loyalty / Lifetime Value.
• Maintain and improve the framework for Customer Service quality by working closely with all levels of staff, including leadership team to align on evolving skills needs and performance benchmarks.
• Ensure the performance of quality monitoring activities for all departments, leveraging call recording and live monitoring systems as well as SFDC to ensure expected levels are met.
• Own and develop the Training program with direct reports for all CX Teams' individual needs, as well as the onboarding coordination for new staff members.
• Manage the development and documentation of Standard Operating Procedures for all aspects of Customer Service including CRM, ERP, ISO Standards, ACD, IVR and Cisco Supervisor Desktop.

What will you bring to Ansell?

• Bachelor's Degree or commensurate experience
• 10+ years Customer Service experience with a minimum of 2 years in management.
• Six Sigma certification preferable
• Experience in training of Sales Programs / Sales Experience
• SFDC experience that includes Sales Cloud and Service Cloud.
• IVR, ACD and call routing, Cisco preferred
• Knowledge of quality assurance, process and performance improvement methodologies, industry quality standards and auditing processes including but not limited to ISO 13485.
• Bi-lingual a major plus!
• Ability to travel up to 15%

Join us to lead the world to a safer future,!

Equal Opportunity Employer:

Ansell is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, gender identity, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Ansell. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.

Our Commitment to Diversity Equity and Inclusion:

Ansell's vision is about creating safe spaces where diverse perspectives are valued alongside individual contributions. It is our view that togetherness prevails over individuality. When we say that everyone deserves to belong, feel included and empowered at work, it's not just words. We want applicants to know that we are sensitive and thoughtful and provide an inclusive environment that will consider all, regardless of age, gender, background, disability, veteran status, or experience alone! It's what drives Ansell as an organization towards a workforce that reflects the diversity of our community, it's what drives us to serve our customers and stakeholders with pride, and it's also what differentiates Ansell. We believe everyone, no matter how that person self-identifies, deserves an opportunity to achieve success.

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