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Continuous Improvement Manager - Customer Experience

Date: Oct 5, 2021

Location: Ashland City, TN, US, 37015

Company: A. O. Smith Corporation

Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation (NYSE: AOS) is at the center of the trend. We are a $3 billion company with over 140 years of history and 15,000+ employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the reach to serve customers worldwide.


A.O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees.  Recognized by The Tennessean as one of the top Nashville area Workplaces, we have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build an amazing career at A. O. Smith.

Primary Function

The Continuous Improvement Manager - Customer Experience will use coaching skills, teaching skills, and effective communication to support the implementation of the A. O. Smith Operating System.  The A. O. Smith Operating System encompasses the philosophies, lean tools, and managerial behaviors to drive a highly engaged culture of people innovating or solving problems every day.  This position will specifically be responsible for continuous improvement activities occurring within customer service / customer experience functions and integrating with corporate and cross-divisional Operating System activities.  The Continuous Improvement Manager will primarily be the Lean teacher, coach, and mentor for the Customer Experience leadership team and a developmental resource for other key leaders within the business.   In addition, the Continuous Improvement Manager will have responsibility for the coordination of the transformation of the Customer Experience team to fully utilize the A. O. Smith Operating System as the critical driver behind the vision of reducing customer effort.



Scope of Responsibility

  • May supervise a team of up to 3 direct reports
  • Complexity: High.  Requires the successful execution of business plans by leading through influence instead of direct authority.  Requires high level of emotional intelligence in addition to quickly assimilating information from multiple sources along complex operational and administrative processes.  Must be able to clearly articulate complex ideas to teach and guide others.
  • Travel: 10-15%.   
  • Other: Cross-functional responsibility for ensuring improvement activities are undertaken with an A. O. Smith Operating System approach, considering the process integration, people systems, and technical issues that may be impacted.


  • Lean Teacher, Coach, & Mentor 
  • Coordinate execution of A. O. Smith Operating System Adoption  
  • Application of Lean Tools
  • Training curriculum and content
  • Strategic planning
  • A. O. Smith Operating System/ Enterprise Excellence Office Interaction




  • Bachelor’s degree required; engineering degree preferred
  • Minimum 8 years’ experience implementing lean tools and thinking in manufacturing or transactional environments
  • Increasing levels of responsibility over the course of career
  • Demonstrated ability to lead a team, document improvement results, and effectively communicate those results
  • Lean/Six-sigma certifications are a plus, but not required
  • Coaching certification is a plus, but not required

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Nashville

Job Segment: Engineer, Lean Six Sigma, Strategic Planning, Manager, Engineering, Management, Strategy, Customer Service