Business Process Manager – Customer Experience Management

The Sherwin-Williams Company; Cleveland (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus

Commissions

Long-term incentive

Job summary

The Sherwin-Williams Company seeks a Business Process Manager to drive the definition and standardization of global Market to Customer Experience processes. The role collaborates with business stakeholders and the Global Business Process Owners to capture requirements and ensure buy-in across teams.

Travel up to 20% is required. The position reports to the nearest Sherwin-Williams campus (Cleveland or Minneapolis) and supports BIOS initiatives with a focus on process excellence and value

Qualifications

• Experience defining and standardizing global business processes.
• Ability to elicit best practices from business stakeholders.
• Proven capability to translate requirements into actionable processes.

Responsibilities

• Assist process owners to define and standardize global business processes in MTCX taxonomy.
• Partner with Product Owners, DT resources, consulting partners, and stakeholders to align on process direction.
• Gather and document business requirements and record use cases for global vs. regional solutions.
• Develop and monitor process indicators and governance policies to ensure compliance.

Skills

Stakeholder alignment

Business process analysis

Requirements gathering

Tools

Process mapping

Enterprise documentation

Job description

The Business Process Manager is a critical member of the Global Business Process team and plays a key role in the success of our Global Transformation and BIOS initiatives, supporting the Market to Customer Experience (MTCX) taxonomy. This role will closely align with business stakeholders and Global Business Process Owners to capture business requirements, elicit best practices, and define global business processes for Market to Customer Experience business processes within PCG. The Business Process Manager will be responsible for assuring buy-in across the business teams, managing and ensuring the proper implementation of the functional business processes and standards. They will work in partnership with the Digital Technology organization as well as third party consultants to ensure a fit-for-purpose application configuration and solution that satisfies standards for user experience. A successful candidate must be able to think broadly and connect the end-to-end processes and be comfortable in the details with a broad understanding of the process, how they are performed, where the levers are, and how they can be improved to ensure the process delivers the strategy of the business.

Additional Information:

This position requires up to 20% travel. This role is not remote/hybrid. This role will report to Sherwin-Williams nearest campus (Cleveland or Minneappolis) This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company’s applicable plans This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays. Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Global Business Process Management:

Assist the Business Process Owners to define and standardize global business processes within the Track and Manage Customer Experience section of MTCX taxonomy, which includes digital asset management, content management, website governance and digital commerce management, and enable value realization for the global website and other associated digital applications. Partner with Product Owners, DT resources, Consulting Partners, and key PCG Business Stakeholders. Align key stakeholders on the direction of the global processes and build consensus. Identify and engage with Subject Matter Experts (SMEs) who represent all divisions and lines of business within all regions of the company to ensure representation. Work with SMEs to gather and document business requirements. Participate in on-site discovery sessions as needed. Record use cases for global vs. regional solutions including statutory and regulatory requirements. Build and document process workflows in enterprise document repository. Ensure processes align with data definitions and governance requirements. Identify gaps, conflicts, and partner with appropriate Enterprise Data owners to resolve. Develop methods to monitor, track and report key process indicators and develop appropriate governance policies to ensure process compliance. Coordinate with cross-functional leadership teams (project and business) on issues/concerns for upcoming pr