BUILD A BETTER CAREER WITH MSC
Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.
Requisition ID :20455
Employment Type : Full Time
Job Category : Sales
Work Location : Davidson, NC (CSC)
BRIEF POSITION SUMMARY: The Customer Solutions Operations Program Manager is responsible for enabling day-to-day operational excellence for the Solutions Implementation organization. This role partners closely with Solutions Implementation leadership (for the foreseeable future) to improve implementation execution, standardize processes, strengthen PMO discipline, and increase productivity and quality. Housed within the Solutions Efficiency umbrella, the role ensures implementation teams have the tools, standards, training, and operating rigor required to deliver consistent customer outcomes. The Program Manager leads operational improvement initiatives from discovery through deployment and stabilization, with a strong emphasis on implementation support, operational cadence, and adoption of standard work. This is an individual contributor role and does not include direct people-management responsibilities.
DUTIES AND RESPONSIBILITIES: Implementation Support & Operational Excellence
• Own and continuously improve implementation team operating processes, including standard work, templates, toolkits, and execution playbooks.
• Serve as Implementation Operations SME; manage and maintain the implementation knowledge repository and self-service enablement resources.
• Lead the identification, intake, and prioritization of implementation operational issues, drive resolution through structured problem-solving.
• Support Implementation leadership with operational cadence (huddles, weekly operating reviews, pipeline reviews) and action tracking. PMO & Execution Discipline
• Build, maintain, and evolve PMO processes for Implementation, including project intake, stage gates, status reporting, risk/issue management, and governance routines.
• Apply project management best practices to drive on-time, high-quality delivery and consistent post-implementation stabilization.
• Coordinate cross-functional dependencies to remove barriers impacting implementation timelines, customer readiness, and execution quality. Process Documentation, Training & Adoption
• Author and maintain SOPs, standard work, job aids, and training materials to support implementation quality and consistency.
• Partner with training/enablement stakeholders to deploy learning plans and adoption support for new processes, tools, and standards.
• Lead change enablement within Implementation: communications, readiness, and reinforcement to ensure sustained adoption. Metrics, Productivity, and Quality
• Partner with Implementation leaders to develop and maintain operational metrics (productivity, cycle time, quality, rework, SLA adherence).
• Build reporting dashboards and routines that highlight trends, root causes, and opportunities for performance improvement.
• Drive measurable improvements in time reduction, waste elimination, increased capacity, and implementation execution quality. Cross-Functional Partnership
• Work cross-functionally with Sales, CX, Operations, Supply Chain, Innovations, and Field teams to remove friction impacting implementation success.
• Offer perspective and best practices; challenge the status quo to drive better decisions, improved outcomes, and consistent customer experiences. Culture & Teaming
• Foster a collaborative environment and model MSC culture and continuous improvement mindset.
• Maintain confidentiality of sensitive information. • Participate in special projects and perform additional duties as required.
QUALIFICATIONS What You Need:
• Bachelor's degree in business, engineering, technical or related field required/
• Minimum of seven years of successfully using Operational Excellence concepts and tools in driving process excellence.
• Lean Certification, and/or Project Management (PMP) certification required.
• Experience in leading large operational improvement initiatives with measurable business ROI
• Advanced project management skills – a firm grasp on PM concepts and best practices required.
• Excellent analytical, communication, facilitation, and leadership skills.
• Strong attention to detail and superior organizational skills • Strong business and financial acumen
• Strong ability to elicit business requirements
• Superior customer service and stakeholder management skills
• Strong problem-solving, critical thinking, and decision-making skills
• Organizational change management / methodology experience
• Advanced skills in Microsoft Office suite, process mapping software, Smartsheet, and Salesforce required
• Experience in a manufacturing environment, supply chain, or inventory management Bonus Points If You Have:
• Master's degree in business, engineering, technical or related field
• Six Sigma Black Belt (LSSBB)
• Organizational Change Management certification (Ex. Prosci®)
Other Requirements:
• A valid driver's license
• Position requires up to 25% travel
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)
Compensation starting at $ 82,390 - $ 129,470 depending on candidate location and experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.
WHY MSC?
People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
OUR COMMITMENT TO YOU
Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.
You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.
