RELOCATION ASSISTANCE: No relocation assistance available

CLEARANCE TYPE: None

TRAVEL: Yes, 10% of the Time

Description

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

Northrop Grumman HR is seeking a process-oriented Service Excellence Manager 2 to lead the Operations Support function within our HR Service Center. As part of the HR Service Center leadership team, the incumbent will play an integral role in evolving service delivery capabilities, enhancing customer experience, and ensuring operational efficiency. This is a newly formed role responsible for enabling service center operations via ServiceNow administration, process improvement, project management, training, quality, and workforce scheduling. This position will work closely with service line leaders to drive service performance, leveraging metrics and other data to shape recommendations and decisions.

This position will be located in Irving, TX.

Responsibilities include, but are not limited to:

Drive strategic initiatives and small to medium size projects in support of HR Service Center operations. Manage project timelines, resources, and budget to ensure successful project completion.

Lead configuration and maintenance of ServiceNow for HR, setting strategy and direction to enable service line solutions within an Agile framework. Manage small team of resources who works with functional process owners to define requirements, configure capabilities, and implement solutions. Ensure strong change control process, appropriately prioritizing development requests based on business value. Patriciate in PI planning, sprint planning, and review meetings.

Partner with Enterprise IT and functional Workday product owners to ensure technology priorities and capabilities align to service center needs. Collaborate on shared technology roadmap and investment priorities.

Ensure service center tools and infrastructure (i.e. case management system, phone system, knowledgebase, forecasting and scheduling systems) are operational and optimized. Develop and maintain service center technology roadmap, ensuring tools meet evolving business needs within affordability parameters.

Manage administration of the international and domestic assignment tracking tool (iTRIP), ensuring tool is operational and optimized.

Establish and manage quality program, ensuring solid processes for measuring and addressing service quality across multiple service lines (Onboarding, HR Transactions, HR Help Desk, etc.).

Manage the training function / team responsible for enabling HR Service Center staff via new hire and refresher training. Evolve training program to fully optimize training staff.

Monitor Customer Satisfaction scores and feedback, working with appropriate stakeholders to identify trends and opportunities for improvement.  Develop strategies to meet business needs and improve the customer service experience by monitoring service levels and escalating customer requests.

Establish and maintain performance dashboards and other data solutions leveraged to manage service delivery.

Collaborate with internal and external resources to meet business needs. Establish and foster positive relationships with various stakeholders building strong partnerships to facilitate optimal service performance and user experience.

Supervise small team of 8-10 individual contributors, monitor quality of deliverables, and drive employee development.

Create and foster an environment that promotes excellent customer service, employee engagement, performance, culture, teamwork, and accountability.

Basic Qualifications:

Bachelor's Degree and 8+ years of related / transferrable experience OR Master's Degree and 6+ years of related / transferrable experience OR Associate's Degree and 10+ years of related / transferrable experience OR High School Diploma and 12+ years of related / transferrable experience

Strong program management experience; ability to execute strict project standards within tight timelines while managing multiple projects at once within an Agile SAFe framework

Prior experience within a highly customer-centric environment

Demonstrated aptitude for metrics / data analysis, process improvement, process redesign, and solution development

Experience preparing and analyzing data to identify themes, trends and recommended action

Demonstrated ability to translate complex ideas into effective / efficient solutions

Technical aptitude with demonstrated ability to research new technologies for solution creation.

Prior experience defining functional requirements, workflows, process maps, project plans, and roadmaps.

Demonstrated ability to manage multiple, competing priorities at once

High attention to detail and strong conceptual, analytical, and planning skills.

Proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint)

Strong interpersonal and communication skills both verbal and written

Strong organizational, customer service, and problem-solving skills

Preferred Qualifications:

Working knowledge of centralized service center operations

Experience with Workday and ServiceNow

Agile and/or SAFe certification

Experience with service center technologies – telephony systems, quality monitoring, scheduling tools, etc.

In-depth knowledge of Northrop Grumman business sectors

Salary Range: $123,400.00 - $185,000.00

The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.

Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.

The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO. U.S. Citizenship is required for all positions with a government clearance and certain other restricted positions.