🌎
This job posting isn't available in all website languages
📁
Supply Chain
📅
221341 Requisition #

 As Director of Customer Promise, you will lead a team to deliver operational excellence on the topics central to AEO’s Customer Promise. Specifically, leading the team to identify, measure, and operationalize defects through data analytics and improvement initiatives. Through executing on the Customer Promise, the outcome of you/your team’s efforts will result in exceeding customer expectations, delivering innovation and enhancing customer delight in a quantifiable way. You will be accountable for delivering results for various projects through your leadership, partnership with cross-functional teams and leading efforts through your direct reports.  


Your responsibilities include:

 

  • In partnership with the Global Supply Chain Leadership Team and key partnering teams, defining AEO’s Customer Promise to ensure that orders are consistently excellent on all pertinent factors (i.e., on time, complete, no damage, proper packaging, no cancellations, etc.); working with internal/external teams to drive operations excellence on these areas   
  • Reviewing overall supply chain/fulfillment performance by area through the lens of Customer Promise; for example, delivery/transportation metrics including carrier issues, packing accuracy at the fulfillment level including damaged or wrong items and shipping SLAs (DC/Boss/BOPIS), overall ease of customer use from a returns/tracking/digital perspective, etc. 
  • Driving and delivering innovative packaging, unboxing concepts to drive customer delight; working with distribution and fulfillment partners for delivering these capabilities 
  • Working with AEO’s Digital and Technology teams in reducing the friction points to the customer across the shopping experience 
  • Envisioning and rolling out trust and transparency, enhancing supply chain last-mile capabilities and enablers to elevate the brand reputation
  • Developing/leveraging expertise in the end-to-end customer journey mapping, innovative last-mile concepts, quality management concepts – Six Sigma, Lean and Value stream thinking, customer psychometrics 
  • Championing, and helping to build a customer “360” promise capability; driving towards how we improve the overall customer delight 
  • Providing thought-leadership in your domain while interpreting customer (internal/external) needs and requirements; managing a team to translate concepts into practices, identify process improvement opportunities and quantify results 
  • Developing the appropriate KPIs and feedback tools that help us arrive at/analyze customer insights/trends; using data sources to guide the optimization of current processes as well as define future process/business strategy 
  • Leading activities to map the current state, identify the future state, and develop standard work for normal and abnormal workflow in order to streamline and standardize tasks;
  • Creating tactical plans to integrate Lean thinking into the fabric of AEO’s Customer Promise efforts; ensuring all projects and continuous improvement efforts are accomplished on time and measured for results/impact
  • Inspiring superior performance through your leadership, role modelling, building positive relationships and influencing others effectively; strong coaching and development of direct reports 
  • Partnering with the supply chain and cross-functional teams to develop baseline financial metrics to document benefits/savings of projects / initiatives 
  • Leading and coordinating various project teams as required  
  • Additional responsibilities as assigned

Experience required:


  • Needs to understand and have proven track record of personally applying, teaching and leading in a Lean and / or process / workflow improvement oriented capacity
  • Demonstrated skills leading both hourly associates and skilled technical associates
  • Ability to apply mathematics / analysis to quantify problems and impacts made by improvements to processes
  • Proven record of accomplishing goals through others; can demonstrate success working with others in a matrix environment where they did not have direct influence over their team members
  • Proven record of getting results with the resources at hand, but does not lose sight of the ultimate solution to a problem
  • Experience with Lean (developing standard processes, writing procedures, mentoring, and training groups of associates)
  • Strong project management expertise and ability to influence peers and senior management
  • Strong analytical, prioritizing, social, problem-solving, & planning skills
  • Effective verbal and written communication; strong facilitation and oral/written communication skills
  • Ambitious and driven; motivated by a dynamic environment
  • Good organization and planning skills, and conflict resolution skills
  • Self-starter with a proven ability to handle multiple programs/ projects
  • High proficiency of MS Office Suite, Outlook & Internet applications; highly organized, efficient, strong attention to detail'

Education & Experience:

 

  • Bachelor’s Degree in Business Administration, Supply Chain/Logistics, or related field; advanced degree (MBA, Master’s) preferred or equivalent working experience.
  • 10+ years’ experience in supply chain management, extensive experience leading and/or participating in projects pertaining to distribution
  • 5+ years of experience leading technical or project teams with direct reports
  • 5+ years of experience in a Retail or Manufacturing Industry
  • PMP Certification; Lean / Six Sigma Training or Certification preferred
  • Experience documenting/designing business processes, performing business analysis, and requirements definition preferred
  • Formal training in change management methodology preferred

 

 

 

American Eagle Outfitters, Inc. is an equal opportunity employer


Previous Job Searches

My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions

Similar Listings

United States, Pennsylvania, PITTSBURGH, 77 Hot Metal

📁 Supply Chain

Requisition #: 211278

United States, Pennsylvania, PITTSBURGH, 77 Hot Metal

📁 Supply Chain

Requisition #: 219391

United States, Pennsylvania, PITTSBURGH, 77 Hot Metal

📁 Supply Chain

Requisition #: 221445