Continuous Improvement Champion - Sales and Service

Job Locations US-PA-Coopersburg
Position Type
Regular Full-Time


Position Summary

The role is responsible for creating the Sales and Services process improvement strategy and leading process improvement activities for the organization. Collaborates with the Sales and Services leadership teams, department leaders and supervisors to successfully identify, plan and drive the completion of improvement efforts to achieve improved customer satisfaction and operational impact. Work with cross function leads to analyze business processes and value streams to establish improvement plans, balanced scorecards and effectively allocate improvement efforts to high impact priorities. 


Achieve measurable results against customer experience, process efficiency, reduced cost and increased revenue targets.  Increase visibility to process performance initiatives within the Lutron Services teams.  Serve as the lead subject-matter expert for all process improvement methods including Lean and Six Sigma techniques.  Challenge conventional wisdom through the application of structured improvement methodologies.  Foster fact based analysis and decision making and provide guidance to affect a behavioral change toward process improvement practices. 

A successful candidate will foster ongoing collaboration with senior leadership, function and department level leaders.  They will drive the analysis of business processes and value streams to establish improvement plans and scorecards while effectively allocating improvement efforts to high impact priorities.  They will redefine existing work, challenge accepted norms, and improve output by strategically taking work out of the system.  They will be expected to achieve measurable results against process efficiency, reduced cost, and other targets while increasing visibility and affecting positive behavioral changes toward process performance initiatives within the Sales and Services. 


  • Identify improvement opportunities across the Sales and Services departments globally and create a multi-year roadmap that achieves Service strategic objectives.

  • Own and lead critical Sales and Services process and systems improvement initiatives as required to achieve annual objectives.

  • Assist with the corporate annual planning process to achieve alignment among business, functional and Service initiatives.

  • Execute cost reduction and profit improvement projects as required to meet corporate targets.

  • Demonstrate to the global Sales and Service organizations how Continuous Improvement methods can be applied to address service quality, timeliness, and effectiveness, as well as improve internal efficiency.

  • Model and develop project leadership and process improvement skills in select individuals within the services organizations that are directly involved in executing improvements.

  • Work with other corporate groups/leaders to provide insight and direction toward shaping the Continuous Improvement deployment at Lutron.


Day to Day Activities

Project Identification / Prioritization

  • Assist leadership team with establishing improvement goals, prioritizing improvement projects, and the associated allocation of improvement resources

  • Develop and maintain improvement plans that span the Sales and Services global value stream inclusive of Commercial Projects and Service – Pre/Post Sale, Sales Operations, Technical Support and Customer Service.

  • Prepare and present improvement proposals to leadership with recommendations, including cost benefit analysis, risk mitigation, and action plans

  • Assist with development and deployment of Process Scorecards (KPIs)

  • Ensure that process improvement objectives align with broader Service and Business strategies.


 Project Execution

  • Lead process improvement initiatives through the disciplined use of measurement, accountability, analysis, and discussion of alternatives to develop effective solutions

  • Ensure appropriate identification of root causes through effective use of data analysis tools and techniques

  • Define quantifiable metrics to prove project success as measured by ROI, efficiency improvement objectives, performance statistics, and/or project cycle time improvements

  • Meet project timelines and maintain forward visibility on project pipeline

  • Deliver results that achieve or surpass project targets

  • Share best practices globally


Improvement Leadership/Change Management 

  • Develop sustainable improvement capabilities at Lutron through coaching and education

  • Drive adoption of tools and methods by reinforcing their value proposition

  • Mentor process owners, project champions, and project team members to foster a continuous improvement culture

  • Mentor and Coach team members in project execution, helping them understand, as necessary, the methods associated with Lean/Six Sigma for successful and timely completion of projects

  • Position will evolve into a leadership role of CI project leaders.



Supporting Duties and Responsibilities 

  • Identify and lead cross-functional initiatives to improve the interactions between Marketing, Sales, Service and Operations.

  • Partner with other Lutron Continuous Improvement leads to drive visibility on improvement initiatives and align on the direction of CI, CI methods, project coaching, and replication opportunities.

  • Share external best practices for process improvement, digitization and reduction of non-value added work.

  • Develop effective communications to convey the positive impact of improvement initiatives in terms of customer, financial and performance related metrics

  • Manage execution against critical program milestones, inter-dependencies, risk components, progress communication, coordination, and collaboration across teams and commitments.


    • Bachelor's degree with a GPA of 3.0 or higher from an accredited institution.

    • 10+ years of work experience in a Continuous Improvement leader role preferred

    • Leadership and management of small to medium sized teams of 3-10 people.

    • Proven experience and application of the following tools / processes

      • Lean/Six Sigma - Certified Black Belt or Master Black Belt strongly preferred

      • DMAIC, A3

      • Change Management

    • Experience implementing Continuous Improvement planning processes.

    • Project management experience should include overseeing project teams, identifying resources, developing budgets, scheduling, and planning

    • Proven success leading improvement projects and developing improvement resources

    • Strong influencing, coaching, communication, and facilitative skills at all levels

    • Able to bring teams together to achieve targets and goals

    • Able to diagnose and affect cultural change in moderate to difficult circumstances

    • Able to instruct foundation through advanced level CI methods associated with Lean Six Sigma curricula.


Lutron Electronics position as the leading manufacturer of lighting controls worldwide, our unsurpassed quality, the breadth and depth of our product offerings, and our commitment to servicing our worldwide customers have resulted in double digit growth annually. This growth has in turn allowed the company to continue to invest in recruiting and retaining the best people we can find to service our customers. Continuous growth has also fueled our ability to constantly develop new technologies and new manufacturing processes that in turn drive the creation of new or better products and services


Lutron offers a competitive compensation and benefits package and a dynamic and professional work environment. We also offer continued growth through increased job responsibilities, courses offered through Lutron University and advancement opportunities. For more information, view our website at EOE/AA.


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