Backlog Management Manager

Req ID: 9975

Remote Opportunities: Onsite

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

You may utilize this posting to upload your resume and information.

Job Summary

You are here to bring the customer to the floor of ABL Manufacturing. You will execute the transformation of ABL Backlog Management focused on serving customers according to their real needs. Whether it is a request to expedite an order or aligning production priorities, you are here to aid in defining, implementing, and executing an industry leading comprehensive approach to customer support through Backlog Management. You will increase your knowledge on system rules and dating logic and with your expertise, you will aid reimagining the way we service customer orders today. The process you will help develop in this role will mobilize all support teams to collectively achieve our stated CX goal to "increase the industry service level" and avoid surprises that disrupts customer deliveries in a proactive manner. Your success unlocks capacity within our CX, Product, Operations, and Sales leadership that in turn, leads to further commercial success.

Key Tasks & Responsibilities (Essential Functions)

Managment

Ensure the customer is represented on the factory floor, every day
Manage a team of customer support professionals tasked with exceeding the order management expectations of our agencies and customers
Step-In, every day, to support the tactical needs of the team
Act as a point of escalation for both internal and external issues
Proactively aware of operations enviroment, material or capacity restrictions, acting as a link between operations and customer support to lead orders priorities.
Build valued relationships with our internal partners and support teams to drive our transformational efforts and achieve ABL’s goal to “increase the industry service level
Support plant on level load requests if meet the conditions.
Ensure collaborative work is in place with Production, Logistics, Distribution, Sourcing and Product teams to deliver to customer's expectations and company goals.
Continuously evolve the processes, structure, skills, and abilities of the backlog management team ensuring that everyone presents a common, expectation exceeding, experience to our customers
Conduct and be part of the root cause analysis of failed orders.
Assure to explore all possible alternatives are been evaluated before denied a customer request for expedite.
Drive activities that embrace the culture, value and mission of the company.

Key Indicators

Drive late to customer reduction
SLA Compliance
Expedite/Critical Order compliance
Assure SLA Bussiness opportuny request
Resheduling 5 days before Late
85% or above on Annual coorporate engagement survey

Skills and Minimum Experience Required

Naturally empathetic.
Customer advocacy - Customer-focus and assertiveness in driving actions that create a superior service experience for the customer
Data oriented / KPI and process driven
Curious to learn, engage, and drive impact.
Strong leadership skills - adept at encouraging, motivatng and influencing team members
An ability to multi-task and work effectively in a dynamic environment
Analytical and problem solving skills - able to identify critical situations and use good judgment to provide quality response in a timely manner
Strong communication skills demonstrated through written, verbal and physical formats.
Organizational skills - demonstrate ability to plan their time and their team's time for efficient productivity
Proactive - take the initiative on opportunity areas
Proficient user of Microsoft Office software and basic analytical software like Power Bi

Profile:

Builds self-awareness and maintains self-control.
Maintains or enhances self-esteem.
Listens and responds with empathy Shares thoughts, feelings, and rationale.
Facilitates discussions: Conducts productive and efficient discussions by clarifying the situation, discussing and developing ideas, and agreeing on next steps.

We value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.

Any unsolicited resume submitted to Acuity Brands by a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine, or email address, directly to Acuity Brands employees or to the Acuity Brands resume database, shall be deemed the property of Acuity Brands. Acuity Brands will NOT pay a fee for any hiring resulting from the receipt of an unsolicited resume.

Any candidate for whom an Agency has submitted an unsolicited resume will be deemed by Acuity Brands to have been referred by the Agency free of charge or fee. This includes any agency that is an approved/contracted provider but does not have the proper approvals to participate in a search.

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