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Operational Excellence Customer Service Manager, America Fluid Solutions, Valves
Watts Water Technologies
Lead and develop a high-performing Customer Service team to enhance operational workflows and elevate the customer experience at Watts, using Salesforce, SAP, and other enterprise systems.
15d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
North Andover, MA
Office Full-Time
Company Size
5,000 Employees
Service Specialisms
Engineering
Consulting
Design
Technical Services
Project Management
Sector Specialisms
Residential
Commercial
Plumbing
Heating
Water Quality
Water Purification
Radiant Heat
Flow Control
Role
What you would be doing
lead team
customer experience
change management
process standardization
evaluate systems
reporting & planning
- Lead and develop a high-performing Customer Service team, fostering a culture of accountability, collaboration, and continuous improvement.
- Implement and uphold industry best practices for customer experience, ensuring alignment with our goals and objectives.
- Effectively work, cross-functionally in a team-oriented environment, to gain universal buy-in and drive timely results
- Support monthly reporting and strategic planning with upper management
- Establish feedback mechanisms to gather insights from customers, analyze feedback, and implement strategic improvements.
- Champion continuous improvement by identifying opportunities and taking initiatives to enhance both existing and newly developed processes
- Lead change management initiatives to support new systems rollouts and process improvements, such as SAP and Salesforce.
- Standardize processes and promote operational excellence across the organization, including the development and maintenance of KPIs and business continuity plans
- Communicate clearly and effectively across all levels of the organization and with customers to ensure transparency and alignment
- Evaluate, select, and implement integrated communication platforms (phone, email, chat) that align with Salesforce and other enterprise systems.
What you bring
power bi
excel
sap
leadership
project management
education
- Leverage Power BI and Excel to drive decision-making and generate actionable business insights.
- Expert Excel experience related to formula’s, functions, Pivot tables, Power Queries, VBA and Macros, etc.
- Customer service experience with SAP Required
- Travel 10-30%
- 3+ years’ experience in business process, analytical design, etc. related to process improvement projects
- Ability to create and manage NPS surveys through Survey Monkey or alternative platforms
- Experience with export and compliance procedures a plus
- 7+ years of experience leading teams as direct reports
- Ability to create and publish Power BI data sets
- Proficient in Microsoft PowerPoint and presentation development.
- Demonstrate strong project and program management skills, including goal setting, deliverable tracking, risk assessment, stakeholder management, and the ability to manage multiple initiatives simultaneously
- Bachelor’s degree, Master's or MBA degrees are a plus
- Excellent verbal and written communication skills, capable of adjusting communication style between tactical, strategic, and executive teams
- Green Belt Certification preferred, proficient with lean practices and standard work and processes
- Family building benefits, including paid maternity/paternity leave
- Competitive compensation based on your skills, qualifications and experience
- 10 paid holidays and Paid Time Off
- Additional perks such as fitness reimbursements and employee discount programs
- Comprehensive medical and dental coverage, retirement benefits
- Continued professional development opportunities and educational reimbursement
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- criminal background checks and drug screening
Company
Overview
Founded 1874
Year Established
The company was established in 1874, marking the beginning of its legacy in water solutions.
Over Centuries
Years of Expertise
Possessing over a century of expertise in water safety and efficiency.
- A global leader in providing safe water, energy efficiency, and environmental sustainability solutions.
- Specializes in innovative water control, flow, and safety devices, emphasizing reliability.
- Serves residential, commercial, and industrial sectors across various regions.
- Solutions are widely used in plumbing, heating, cooling, and industrial processes.
- Involved in water management systems, energy-saving technologies, and water conservation solutions.
- Inclusivity as one of our strategic pillars, cultural behaviors, and global performance management
- High-performance, values-driven culture
- Family of companies…provides one of the broadest…solutions” (emphasis on collaboration and innovation)
30% reduction
Carbon Emissions Target
Committed to reducing absolute carbon emissions by 30% by 2034.
100+ million liters saved
Water Usage Reduction
Achieved a reduction of over 100 million liters in global water usage over the past decade.
62% reduction
Water Efficiency
Improved water use efficiency, achieving a 62% reduction in water intensity since 2018.
70,000+ people
Clean Water Access
Provided access to clean water for over 70,000 individuals across nine countries.
- Recognized among the Top 300 U.S. companies for environmental sustainability by Newsweek (2024 & 2025)
- Named one of America’s Climate Leaders 2023 by USA Today
- First company verified by The Water Council’s WAVE: Water Stewardship Verified program
Top Place to Work 2023
Massachusetts Recognition
Recognized as a Top Place to Work in Massachusetts, highlighting the company's commitment to creating an inclusive and welcoming environment.
- Incorporated inclusivity as a strategic pillar and cultural behavior
- No publicly available gender-related headcount or leadership statistics
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