Manager, Digital Customer Experience

Our Story:

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Job Title:        Manager, Digital Customer Experience           

Location:        Conyers, GA             

What we’re looking for:

We are looking for a self-motivated and forward-thinking individual to help us continue down our digital journey.  This is a highly visible key role that will help improve the ways in which our Customer interact with us and how we interact with our Customers, with a tremendous focus on speed and quality of information flow.  This role is also responsible for working with the front-end team in finding opportunities to continuously improve and is the enterprise resource for helping improve overall Customer Experience.

What you’ll be responsible for in this role:

• Provide a clear continuous improvement framework and cadence to ensure adherence to key performance indicators and other metrics as they pertain to quote to cash and overall customer experience
• Tracking and monitoring daily and weekly metrics and leading effort to automate
• Developing and maintaining an Enterprise process and policy front-end ‘playbook’ along with a robust training for new employees and refresher training for existing employees
• Creating a kaizen culture and mentoring associates in terms of identifying true root cause and developing appropriate short-term and long-term countermeasures
• Ensuring cross-functional alignment and service level agreements across the Enterprise and creating a ‘customer-centric’ mentality
• Lead internal and external teams to ideate, develop and implement digital solutions to transform how Customers interact with the organization as part of the Dover digital strategy
• Help align cross-functional business processes and digital solutions to create proper flow using Voice of Customer (VOC)

What are the basic qualifications?

• Bachelor’s Degree (Business, Operations Management or Information Technology)
• 5+ years in manufacturing environment
• 3+ years experience in designing and implementing IT / E-commerce solutions

What are the preferred qualifications?

• Project Management Professional (PMP) certification
• Lean / Six Sigma Black Belt

To be a great fit for the role:

• Prior Project Management experience
• Experience leading team members
• Must be capable of working in an extremely fast-paced environment requiring strong problem-solving, planning, time management, and communication skills.
• High degree of project management, process management and process improvement capabilities, including analytical skills to support action planning and decision making.
• Excellent facilitation/coaching skills; strong employee relations skills with the proven ability to: drive and influence change, manage conflict, and foster an environment of positive employee relations at all levels of the organization.
• Strong professional presence and high ethical standards of conduct including the ability to handle confidential information with great sensitivity
• Work well under pressure, meeting multiple and sometimes conflicting deadlines
• Demonstrated ability to apply Lean thinking and tools in a back-office environment
• Ability to thrive and deliver results in a matrixed environment

How We Define Our Values and Why You Should Join Our Team:

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves.

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectations for Results
• High Ethical Standards, Openness, and Trust

What’s in it for you?

• Medical, Dental, and Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays

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The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.