Director, Process Improvement & Field Audit in Northlake, IL at Empire Today

Date Posted: 12/27/2019

Opportunity Snapshot

Opportunity Description


Empire Today has been a leading provider of installed home improvements for 60 years. Empire offers the largest in-stock selection of flooring in the United States. Convenience, quality, and selection make Empire stand out.  With Empire Today, homeowners and business customers can get quality Carpet, Hardwood, Laminate, Tile, Vinyl Flooring, and Window Treatments from top brands they know and trust. And because Empire warehouses thousands of products, customers can get the right product, professionally installed when they need it, as soon as the next day.

Empire was founded in 1959 and provides service to more than 70 metropolitan areas in the United States. With more than three million satisfied customers, Empire Today is dedicated to its mission of Making Beautiful New Floors Easy.


The Director of Process Improvement & Field Audit will stand up a new team and function within Empire Today.  The company is going through two sets of fundamental change:  the increasing expectations we have for ourselves around how we do what we do and the implementation of new ERP and operating systems.  These changes have created the need for a leader, and a team, focused on process – design, improvement, training, tools, and adherence.

The Director is responsible for the evaluation, development, continuous improvement, change management, auditing, and reporting on the effective execution of operational processes for Empire’s Customer Delivery organization.  This scope spans Sales, Installation, Customer Service, Warehouse, and Market Accounting functions in our local markets and across the country, as well as the alignment of processes across functions and organizations. 

The biggest opportunities for process improvements within the company, and therefore key focus areas for this role and its team, are to:

  • Simplify company processes and ways of communicating those processes
  • Drive the adoption and refinement of processes in Empire’s new ERP system and help with its nationwide rollout during 2020. 
  • Improve the consistency of process and procedure execution to reduce outcome variability across markets, allowing the business to continually improve its ability to deliver for its customers
    • Define and implement a risk-weighted field- and process-audit system
    • Define and implement improved process reporting
    • Identify and address situations needing intervention, whether in a specific process or a specific market
  • Define and implement a process that
    • identifies, catalogs, and prioritizes process improvement opportunities
    • pilots efforts in a limited set of markets to prove out new methodology, then scales up across the rest of the organization.
  • coordinates with executive leadership to ensure that process improvement projects and activities are well supported and completed effectively and timely using proven methodologies.Help promote a culture of process thinking and continuous improvement across the organization
    • Improve the company’s ability to use data for process and self-assessment and -improvement
    • Operate in a way that increases support and tools for local execution and ownership
    • Work closely and collaboratively with functional and regional leaders

The Director will recruit, onboard, and lead a team of specialists to help support accomplish these responsibilities.  The Director will report to the Executive Vice President, Customer Delivery. 


  • Bachelor’s degree; MBA / Postgraduate Degree preferred
  • 10 + years of experience demonstrating progressive responsibility in roles focused on driving service excellence through continuous improvement and data analytics
  • Deep experience with continuous improvement methodologies, such as “lean management”, six sigma, etc. in a service environment. Six Sigma Black belt certification is preferred.   Experience in a service setting is important.
  • Direct experience launching and steering a company-wide lean transformation program is preferred
  • Generalist understanding of processes in transactional areas in Finance and Accounting, procure to pay and order to cash.
  • Significant experience working with field operational functions, including deep experience with processes and systems.  Experience in a highly-distributed organization is preferred
  • Experience with data visualization tools or packages
  • Excellent verbal and written and communication skills
  • Excellent project management skills
  • Strategic thinking and strong analytical skills
  • Personal presence and ability to clearly communicate compelling messages. Able to coach and teach the organization on continuous improvement best practices
  • Strong execution ability and a sense of urgency.
  • Ability to work in a matrixed environment and to work and collaborate with others, to consider the needs of all affected groups, and to build/leverage relationships across functions and organizations to achieve business results


Employees are eligible for numerous benefits including:

  • Quick enrollment into our benefit plans.  Eligibility is first of the month following just two weeks of employment.
  • A premium 401K Investment Plan, with the company matching your amount invested dollar for dollar up to 4% with no vesting.  Find another Company that can beat that!
  • Medical Insurance with several plan options and a Health Savings Account to meet you and your family’s health needs.
  • Prescription Drug Coverage
  • Dental Insurance – Twice a year visits at no cost.
  • Vision Insurance with materials coverage
  • Flexible Spending Accounts for Medical & Dependent Care
  • Wellness Program – A best in class program offering substantial awards payable right on your paycheck
  • Basic Life Insurance and AD&D
  • Short Term Disability Coverage
  • Long Term Disability Coverage
  • Employee Assistance Program
  • Paid Holidays including Floating Holidays
  • Paid Time Off (PTO) that grows with years of service
  • Empire Perks – An employee discount purchasing program offering you great savings on the things you want.