Customer Experience Project Manager in Thornhill, ON at Grainger Canada

Date Posted: 5/8/2023

Job Snapshot

Job Description

Primary Function:

CEE Managers are responsible for establishing and leading enterprise-wide, cross-functional strategic initiatives/projects that will improve the customer experience. The role will lead a variety of different types of projects including launching new products and services, large-scale application development, systems integration, operational efficiency improvements, process reengineering and infrastructure upgrades and deployments.

Principal Duties & Responsibilities: 

  • Implementation of key projects that will deliver significant cost savings and/or improvement in service.
  • Provides overall leadership of the project team and acts as front-line contact with the project sponsor(s) on project related issues, responding to concerns with clear and concise feedback.
  • Determines project scope, resource requirements, milestones, budgets and risks.
  • Monitors and documents project status; anticipates problems and resolves them or escalates them to the appropriate level of management for resolution to ensure on time project completion.
  • Identifies and removes barriers that may impede the successful completion of a project.
  • Coordinates formation and disbandment of project team, including effective stakeholder management.
  • Manages scope to ensure commitments are achieved and takes the initiative to make propose adjustments and/or recommendations in project/program aspects.
  • Ensures that key project/program/initiative deliverables are appropriately managed that support successful project delivery using project management best practices, methods and tools. This may include the following: project charter, project plan, resource plan, risk management/contingency plans as well as a deployment plan that factors adoption to change.

Job Requirements

Preferred Education & Experience: 

  • 5-7 years of c project management and/or process improvement experience highly preferred
  • Proven leadership that earns sponsorship and key stakeholder trust; mobilizing and motivating teams; setting direction and approach; resolving conflict; delivering tough messages with grace; executing with limited information and ambiguity.
  • Initiative and the ability to identify opportunities, prioritize, build plans, and execute to completion within determined timelines
  • Lead creative thinking that fosters curiosity and drive change and innovation
  • Proven relationship management skills that enable effective navigation in a highly matrixed organization and incorporates and fosters appropriate customer focus.
  • Demonstrated ability to prepare and facilitate meetings allowing the project team to effectively meet project deliverables, manage risks and align on key decisions
  • Effective team builder who promotes team effectiveness by utilizing each person’s unique talents and skills, motivates performance, fosters communication and mitigates problems.
  • Solid negotiation, influencing and conflict resolution skills.
  • Strategic thinker and possesses strong problem-solving and critical thinking skills.
  • Sound business, technical and financial acumen.
  • Focused and versatile team player who is comfortable under pressure.
  • Strong communicator with polished presentation skills. Ability to communicate at all levels with clarity and precision both written and verbally.
  • Demonstrated strong sense of urgency with laser-like focus and command of issues and risks. Track record of proactively anticipating problems, avoiding them and/or leading effective barrier removal efforts to maintain team focus on delivery.
  • Advanced experience with Microsoft Desktop Software – Windows, Word, Excel, PowerPoint and Project.
  • Exemplary core project management knowledge and skills and expertise in the use of various project development life cycle methods and tools.
  • Accomplished in and fosters the use of Continuous Improvement (CI) methods and tools (e.g. Pareto diagram, 5 Whys)

Work Environment:  

  • Work conditions are typical of an office/corporate environment – typically 3-4 days in Commerce Valley office in non-COVID times
  • Remote work in current COVID situation
  • 0-10% travel as needed post COVID


  • Daily impact on customer relationships by providing superior customer service through identifying and resolving complex customer issues.
  • Influences decisions by sharing vital information from customers with the organization.
  • Influences others by sharing vital information with business partners to ensure clear consistent business practices.
  • Represents the “Voice of the Customer” to the company.
  • Ability to Influence the behavior of others as an informal leader on the team.
  • Influence and/or negotiate across departments to accomplish objectives.
  • Has daily impact on improving the customer experience by ensuring quality and standard work is followed

Working Relationships:

  • Central point of contact for all service teams related to customer impacting issues.
  • Supports clear, effective, and regular communication by managing communications among the CEE team and business partners, and external resources.

Rewards and Benefits:

Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

  • Medical, dental, vision and prescription drug coverage
  • Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
  • Life insurance coverage, including spousal and dependent life insurance
  • Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
  • Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
  • Educational & Professional Membership Fee Assistance program
  • Employee discounts, team member perks and more!

DEI Statement

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.

Grainger is an Equal Opportunity Workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Accommodations are available on request.


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