Manager, PDSN Operational Process

Pella, Iowa or Remote

Has responsibility for supporting the Pella Direct Sales Network (PDSN) fulfillment, installation, and service strategy through defining the processes required to execute best-in-class operational excellence. Support the development of a PDSN operational playbook that delivers a consistent seamless customer experience, efficiency for branch team members, adoption of technology, industry compliance, and support of the PDSN customer value proposition. Act as a change agent for the organization and drive consistent process through the PDSN.   

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Define the process and execution maps of the fulfillment and installation departments for the PDSN, which will allow for implementation of world-class operational practices. Works closely with the marketing and sales management at Pella Corporation and branch subject matter experts.  Responsible for developing processes and procedures to ensure PDSN Branch compliance with The Pella Promise. This includes an auditing procedure for Branch compliance as it pertains to independent contractors performing work under the Pella brand. Ensures compliance with Pella Promise standards for in-home services provided by PDSN branches.  Responsible for identifying standard practices and procedures that will drive significant cost efficiency, safety, and process improvements to enable the execution of our order & service fulfillment vision for the Pella Brand.  Represents the needs of PDSN branch operations with sales leadership, manufacturing, digital product owners, customer experience, or other areas of the business as needed.  Works closely with branch operational performance reports and metrics. Must be proficient in understanding operational KPI’s PDSN branches.    Must be able to act as a change agent and to gain commitment for ideas and programs without direct managerial responsibility. 

EDUCATION and/or EXPERIENCE  

Bachelor's degree (B. A./B. S.) from four-year college or university; and 3-5 years related experience and/or training; or equivalent combination of education and experience.  Understanding of PDSN operations/logistics required. Window/door installation process experience a strong plus. 

COMPUTER SKILLS  

Microsoft Word, Excel, PowerPoint, Outlook, and knowledge or ability to learn PDSN fulfillment and installation systems. 

TRAVEL

Travel up to 40% is required; travel demands may fluctuate based on business needs.