Function as liaison between MillerKnoll and its dealers, solving IT Problems and working with agile development teams to create solutions. Provides Leadership and expert analysis and support for the Atlas Digital Suite of dealer tools, providing user training, testing, feedback collection, troubleshooting and issue resolution. A critical thinker who can help the MillerKnoll integration and Order to Cash transformation. Create cross-training with Navigator and Concierge to gain strategic efficien... more details
Why join us?
Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
As the Dealer Concierge Navigator Manager, you are responsible for Sales Navigator Technology operations, guiding staffing, training, development, performance management, budgeting, policies, and technology utilization. Your leadership is key to executing our strategy, centered on delivering Best-in-Class service as our core differentiator and competitive advantage.
Furthermore, you are responsible for technical support and analysis, communication, and assisting in the ongoing development of MillerKnoll’s portfolio of digital tools for dealers. Profiles and maintains detailed knowledge of how dealers use technology to drive their business operation. Collaborate with dealers on implementing digital solutions, communicating updates, and recommending technology best practices.
Key Responsibilities:
- Function as liaison between MillerKnoll and its dealers, solving IT Problems and working with agile development teams to create solutions.
- Provides Leadership and expert analysis and support for the Atlas Digital Suite of dealer tools, providing user training, testing, feedback collection, troubleshooting and issue resolution.
- A critical thinker who can help the MillerKnoll integration and Order to Cash transformation.
- Create cross-training with Navigator and Concierge to gain strategic efficiency.
- Develop training to cross-train team members on technology support both Knoll and Herman Miller to enhance knowledge and skills of the team.
- Participate in cross functional teams and projects as necessarily, coaching the project team on dealer behavior and needs.
- Represents the voice of the dealer to IT and the greater MillerKnoll organization.
- Build deep knowledge of dealer technology usage and how various third-party applications interact with MillerKnoll technology and be able to resolve issues across this complex environment.
- Create and maintain internal technical reference materials for the Atlas Digital Suite.
- Form close partnerships with Dealer IT and user leads, detailing their use of all digital tools, creating technology profiles for each, and making recommendations, as necessary.
- Maintain database of users and security roles, assigning access rights as appropriate to dealer extranet and tools.
- Participate shared coverage of incoming dealer tech support including phone, email, and live chat.
- Applies critical thinking skills and executes solutions to problems independently.
- Develops and maintains IT processes.
- Lead efforts to transform our Dealer Concierge Navigator experience.
- Maintain and enhance performance and reliability for all KPIs.
- Uphold and sustain Dealer Concierge's Mission, Vision, and Excellence Principles to drive our success and differentiation.
- Demonstrate deep expertise in MillerKnoll's complex business areas, including digital technology, lifestyle products, workplace solutions, and organizational operations.
- Continually enhance service quality, fostering "best-in-class" practices, and championing customer-centricity.
- Builds purposeful relationships with Dealers and Internal teams to streamline the customer experience process, remove friction, and increase efficiency.
- Take ownership of resolving complex dealer support inquiries.
- Represent the company in meetings with customers, dealers, and sales personnel, resolving non-routine customer complaints diplomatically.
- Analyze Dealer Concierge Navigator data to increase Navigator performance year over year.
- Manage and implement special projects to foster Navigator growth.
- Leading the team, including coaching, mentoring, sponsorship, accountability, vacation planning, and cultivating a positive team culture.
- Performs additional responsibilities as requested to achieve business objectives.
Education/Experience
- Bachelor's degree in business or related field preferred.
- Minimum 5 years of related technology, customer service, or sales experience with minimum of 2 years of people or project leadership
Skills/Capabilities
- Strong knowledge or the ability to develop expertise in MillerKnoll products, services, policies, processes, procedures, and technology.
- Exceptional interpersonal skills, professional communication, empathy, integrity, and conflict resolution.
- Proven ability to interact effectively with contacts at various levels, both internal and external.
- Proficiency in office automation technology, with a willingness to train others.
- Track record of leading or participating in continuous improvement initiatives.
- Strong organizational skills and the ability to excel under pressure.
- Strong problem-solving abilities and culture-building skills.
- A positive leader with a genuine passion for team development and growth.
- Previous experience with 3D CAD software (e.g., AutoCAD, Revit, SpecIt, or CET Designer) preferred.
- Flexibility to support flexible working hours as needed.
- Strong verbal and written communications.
- Experience working in an agile development environment preferred.
- Knowledge of Herman Miller product applications preferred.
- Ability to work cooperatively both in a team environment and independently.
Who We Hire?
Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.