Continuous Improvement & Customer Experience Manager

Inside the Role

At Detroit®, we power the future of commercial transportation. Within Powertrain Operations, we are committed to Operational Excellence, a strong Lean culture, and delivering world‑class products and customer experiences. Our success is built on empowered people, disciplined processes, and an unwavering focus on value creation.
The Continuous Improvement & Customer Experience Manager is a high‑impact leadership role within Operations Excellence, responsible for advancing Lean thinking, continuous improvement, and customer experience excellence across Powertrain Operations and our closest cross-functional partners. This role operates at the intersection of global strategy, plant execution, and customer engagement, shaping both how we work and how customers experience the Detroit® brand.
This position combines three closely integrated responsibilities:
• Global Powersystems Lean and Continuous Improvement leadership
• Truck Operating System (TOS) deployment and sustainment for Detroit & Saltillo Powersystems
• Detroit® Customer Experience leadership

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

What You Drive at DTNA

Operational Excellence & Lean Leadership

• Define, deploy, and sustain Lean strategy through the Truck Operating System (TOS), ensuring alignment with plant and functional leadership through a comprehensive plant BlueSky and Hoshin Kanri process.

• Lead KPI‑driven continuous improvement initiatives that improve safety, quality, delivery, cost, and employee engagement.

• Define plant wide optimization initiatives through an annual TOS/CI road mapping process, establish and maintain strong and effective communication to Detroit plant leadership team.

• Establish a wholistic CI initiative reporting and tracking system to create transparency on realized cost improvements for the Financial Business Unit Planning and improve resource management based on efforts vers. needs. Assist all cross-functions with initiative onboarding and training with the tool.

• Embed Lean principles (such as Value Stream Mapping, Process Mapping, Kaizen, TOS methods etc.) into daily operations, new processes, and product launches to drive sustainable performance.

• Position Detroit® TOS/CI Office as a Lean Service organization that effectively shapes the Lean Mindset and CI empowerment within operations and cross‑functional partners.

Capability & Culture Building

• Design and deliver Lean and CI training and education offers within the GPO CI Lean Academy Pyramid for hourly and salaried employees at all organizational levels.

• Lead, coach, and develop a diverse team of Lean practitioners and operational leaders to conduct effective and regular TOS workshop/kaizen or training initiatives according to regular department planning, facilitation and reporting/tracking standards.

• Build a strong, self‑sustaining Lean culture rooted in accountability, learning, and continuous improvement through the establishment of Lean multipliers in all facets of the business at all levels.

• Initiate regular interdepartmental rotations (Salaried: Lean Consultant - TOS Supervisor, Global Lead/Key Account, Hourly: Key Account Lean Specialist LC Consultant etc.) to ensure full range of competencies. Organize regular rotations with external departments to ensure proliferation of lean knowledge and fulfillment of trainee pipeline.

• Facilitate exchange of Lean Trainees between internal departments and global partners (DTNA, TT/O etc.)

• Support administration of Team Leader training, evaluations and program development throughout the business

Global Powersystems CI Leadership

• Serve as Global Powersystems CI Lead, coordinating CI strategy (yearly Hoshin Kanri Cycle for all plants), governance, reporting, and best‑practice sharing across Powertrain Operations through half-year global TT/O (GPO) CI SteerCo meetings and GPO CI Cup

• Enable strong collaboration with Daimler Truck stakeholders across DTNA, TT/O, and global partners (LCQP, DTNA Pitch Meetings, DTNA Awards etc.) and foster and support exchange of LC trainees and consultants between Daimler Truck plants

• Drive global alignment while encouraging local ownership and innovation.

Customer Experience Leadership

• Own the strategy and execution of Detroit® customer plant tours, delivering a consistent, best‑in‑class experience.

• Lead cross‑functional collaboration to evolve the Detroit® Customer Welcome Center as a flagship representation of our products, culture, and operational excellence.

• Translate operational excellence into a compelling customer story that reinforces brand trust and pride and supports HR’s sustainable recruiting efforts.

Leadership Impact and Value to the Business

• This role acts as a change leader, capability builder, and brand ambassador.

• Lead and develop a diverse team of salaried and hourly team members, fostering inclusion, engagement, and continuous development.

• Act as a trusted partner to Operations and cross-functional organizations, influencing without authority and driving alignment across functions and geographies.

• Serve as a change leader and role model for Lean leadership behaviors within the Detroit® and Daimler Truck culture.

• Represent Detroit® with credibility, professionalism, and customer focus.

What Success Looks Like

Success is defined by measurable operational improvements, a deeply embedded sustainable Lean Culture, strong global CI alignment, and a customer experience that reflects the quality, power, precision and pride of the Detroit® and Daimler Truck brand.

Knowledge You Should Bring

• Bachelor’s degree in Engineering, Operations, Business, or a related field (Master’s preferred).

• 6+ years of relevant experience, including demonstrated leadership in Continuous Improvement / Lean initiatives in a manufacturing or operations environment, preferably within powertrain, automotive, or complex industrial settings, including 2 years of group leader/supervisory/project lead experience are required.

• Strong working knowledge of Lean principles and tools (e.g., value stream management, problem solving, standard work, Kaizen etc).

• Experience deploying or sustaining an operating system (TOS, BOS, SPS, or similar).

• Proven ability to lead through influence and collaborate across disciplines, cultures, and global organizations.

• Strong leadership skills with experience managing diverse salaried and hourly teams.

• Ability to drive results KPI based in a challenging and dynamic environment by means of vision & purpose, motivational and goal-oriented leadership

• Lean Consultant trainee / Lean Specialist or alternative work-based involvement into lean methodologies.

• Excellent communication, facilitation, and change management leadership skills.

• Customer‑facing experience with confidence engaging leaders and stakeholders.

• Track record of “self-starter” and ability to work independently without direct supervision (strong in self-organization and time management)

• Demonstrate organizational and time management skills

• A mindset rooted in continuous learning, diversity equity, inclusion, and empowerment, aligned with Daimler Truck leadership principles.

• Willingness to travel occasionally (approximately 2–4 trips per year).

Exceptional Candidates Might Have

• 8+ years of related experience preferred

• 3+ years direct supervisory/leadership experience managing diverse salaried and hourly teams

• DTNA Lean Consultant/Lean Coach or comparable Lean knowledge and experience

• Active engagement/participation in job rotational opportunities when presented

• German language proficiency (preferred/not required)

What We Offer - Why to join Detroit® Operational Excellence Team

• A leadership role with high visibility and meaningful impact, influencing both operational performance and customer experience.

• The opportunity to shape the future of Operational Excellence and Lean culture within a global, purpose-driven organization.

• The chance to represent and strengthen the Detroit® brand, directly connecting customers to the power, quality, and pride behind our products. 

• A collaborative, inclusive work environment that values diversity, personal accountability, and continuous development. 

• Professional growth through exposure to global operations, cross-functional leadership, and strategic initiatives within Daimler Truck. 

• A culture that prioritizes safety, integrity, sustainability, and respect, while empowering employees to improve every day.

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)- 

Detroit, MI US. Relocation assistance for this position is available when the selected candidate meets eligibility criteria.

Schedule Type:

Onsite

At Daimler Truck North America, we recognize our world is changing faster than ever before. By listening to the needs of today, we’re building to solve with cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous. These solutions, backed by years of innovative success and achievement, continue DTNA’s legacy as the undisputed industry leader. Our evolving brand portfolio is second to none, including Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. Together, we work as one team towards our envisioned future – building a cleaner, safer and more efficient tomorrow for all.

That is what we are working toward - for all who keep the world moving.

U.S. Visa sponsorship available if you qualify under the following:

• Hold a valid existing Visa (L1A, L1B, L2, TN, H1B, H4 EAD, OPT EAD, CPT)
• Daimler Truck North America employees working under an existing U.S. Daimler Truck North America Visa
• Those eligible for a TN Visa (Canadian or Mexican National working in an Engineering, Accounting or Scientific Technologist capacity with an aligning degree)
• Those eligible for an L-1 (inter-company) Daimler Truck visa under the Corporate Blanket L-1 program would require at least one-year of qualifying experience in the last three years

Additional Information

• Final candidate must successfully complete a criminal background check
• Final candidate may be required to successfully complete a pre-employment drug screen
• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
• EEO - Disabled/Veterans

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.