Job Description Summary

This role is part of the end-to-end Value Stream operating model, structured around 4 Value Streams to better support our customers from opportunity through execution. This model will strengthen accountability and cross-functional collaboration, enabling faster, more predictable delivery, improved customer outcomes, and sustainable growth.

Job Description

Key Responsibilities:

• Lead pull management for SSA within Steam Services Parts VS, accountable for customer order execution, issue resolution, fulfillment performance, and customer outcomes.
• Drive proactive order behavior, prioritization, schedule alignment, and execution across the assigned value-stream scope.
• Own escalated customer order issue resolution, coordinating cross-functionally to remove execution barriers and protect commitments.
• Manage non-standard situations, applying sound judgment and trade-off decisions across customer needs, constraints, and business priorities.
• Facilitate alignment and decision-making when execution issues extend beyond the immediate team scope.
• Represent pull management in leadership forums, providing functional leadership on priorities, risks, and performance.
• Drive daily operating rigor, including workload balancing, escalation management, performance follow-up, and adherence to operating rhythms.
• Support improvement initiatives, standard work updates, and system-enabled ways of working defined by the broader pull management organization.
• Lead, coach, and develop the team to build capability, accountability, and sustained execution discipline.

Required Qualifications:

• Significant leadership experience in customer order management, fulfillment, logistics, supply chain, operations, or service delivery.
• Proven success in team leadership, coaching, and employee development in complex operational environments.
• Demonstrated lean, AI, and transformation experience, with ability to drive process improvement and system-enabled adoption.
• Strong knowledge of Steam Services operational processes, market requirements, and tools including OSERP and NEX.
• Deep experience in customer order execution, issue resolution, fulfillment coordination, and cross-functional leadership.
• Strong judgment and decision-making in environments with exceptions, competing priorities, and customer impact.
• Proven ability to lead complex problem solving and drive alignment across functions and organizational boundaries.
• Bachelor’s degree or equivalent professional experience.

Desired Characteristics:

• Strong operational leader with an end-to-end execution mindset.
• Comfortable leading in dynamic environments with frequent exceptions, escalations, and changing priorities.
• Able to make sound trade-off decisions balancing customer needs, execution constraints, and business risk.
• Effective at cross-functional coordination and sustained issue resolution in a matrixed organization.
• Credible functional representative in leadership forums for the assigned scope.
• Strong ownership mindset with accountability for customer outcomes and team performance.
• Resilient, decisive, improvement-oriented, and able to build engagement, capability, and execution discipline.

Additional Information