Process Program Manager

MillerKnoll; North Carolina; On-site; USD 140,000 - 215,000; Full time

Job summary

An established industry player is seeking a detail-oriented Process Program Manager to oversee dealer compliance and manage escalations. This role involves working closely with dealers and internal teams to ensure accurate reporting and uphold contractual obligations. The ideal candidate will leverage strong analytical skills and proficiency with tools like OrderPlace and Smartsheet to drive performance improvements. Join a forward-thinking company that values sustainability and equity, and be part of a team that is redefining modern design for the 21st century. This is a unique opportunity to make a meaningful impact in a collaborative environment.

Qualifications

• Experience in dealer compliance, operations, or account management.
• Strong analytical and problem-solving skills to address compliance issues.
• Ability to interpret contractual requirements and ensure process alignment.

Responsibilities

• Conduct bi-weekly dealer status meetings to review deliverables and SLA adherence.
• Serve as the primary point of contact for escalations related to reporting delays.
• Generate and publish quarterly SLA reports to track performance.

Skills

Dealer Compliance

Operations Management

Analytical Skills

Problem-Solving Skills

Stakeholder Management

Training and Process Improvement

Education

Bachelor's Degree

Tools

OrderPlace

Smartsheet

Order Manager

Quote Tool

Job description

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Why join us?

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Why join us?

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

We are seeking a highly organized and detail-oriented professional to oversee dealer compliance, manage escalations, provide platform support, and ensure accurate reporting. The ideal candidate will work closely with dealers, internal teams, and external partners to uphold contractual obligations, streamline processes, and drive performance improvements.

Key Responsibilities:

Dealer Oversight & Compliance Management:

• Conduct bi-weekly dealer status meetings to review deliverables, SLA adherence, and data maintenance.
• Ensure OrderPlace compliance and enforce process adherence.
• Monitor and maintain Smartsheet tracker statuses for accurate and up-to-date information.
• Perform random/ad-hoc quote reviews
• Manage Performance Improvement Plans (PIP) when required, including weekly dealer meetings, reporting, and assessments for BAU (Day 2) projects, WOs, and scorecards.
• Act as a contract subject matter expert, supporting the account team with contract-related deliverables, process expectations, and performance management.
  
  

Request & Escalation Management:

• Serve as the primary point of contact for Financial business and their Management Partner escalations related to reporting delays, lead time issues, and dealer responsiveness.
• Investigate and resolve escalations by coordinating with dealers, troubleshooting missing/inconsistent information, and ensuring timely follow-ups.
• Familiarity and hands-on interface with OrderPlace, Smartsheet, Order Manager, and Quote Tool will be required to manage and resolve escalations effectively.
• Provide guidance on fulfillment changes and dealer redirects when required for resolution.
  
  

Platform Support:

• Act as the first point of contact for Financial business and dealer issues related to OrderPlace operations and processes, performing initial triage to determine user/process vs. system/IT issues.
• Resolve process-related issues (user errors, workflow misalignments, etc.) by coordinating with Financial business and/or dealer teams.
• Escalate system-related issues to the MK B2B team while remaining the interface with the account team and Financial business until resolution.
• Provide training and guidance to Financial business and dealer teams on OrderPlace fulfillment changes, redirects, and cancellations.
• Conduct OrderPlace training sessions for new Financial business and dealer staff.
• Support dealer teams with SmartSheet requirements and ensure proper maintenance and usage.
  
  

Reporting & Deliverables:

• Generate, validate, and publish quarterly SLA reports to track performance.
• Consolidate volume and sales data for quarterly sales reporting.
• Assist in compiling data for Quarterly Business Review (QBR) deliverables.
• Identify and propose enhancements to reporting requirements in response to Financial business or performance-driven initiatives.
  
  

Magnitude and relationship reporting:

This position reports to the Director of Program Management, Global Enterprise Management.

Contacts inside and outside the organization:

This position has contact with Financial business, MillerKnoll B2B team, dealers, and management partners.

Qualifications & Skills:

• Experience in dealer compliance, operations, or account management.
• Hands-on proficiency with OrderPlace, Smartsheet, Order Manager, and Quote Tool.
• Strong analytical and problem-solving skills to address compliance and escalation issues.
• Ability to interpret contractual requirements and ensure process alignment.
• Excellent communication and stakeholder management skills.
• Experience in training and process improvement initiatives.
• Familiarity with reporting, SLA tracking, and sales data consolidation.
  
  

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at [e-mail].

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Design Services

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