• Consumer Operations Manager

    Location US-MA-Canton
    Job ID
    # of Openings
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  • Overview

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    Contribute to a Safer, More Secure, and More Sustainable World. At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too.


    Exciting opportunity with our Senior Leadership Team! 


    The Consumer Operations Manager will be responsible for leading the laboratory and support functions within the Canton Facility. They will develop operations plans, partner with other labs and businesses within UL to achieve corporate objectives and ensure customer satisfaction.


    • Implements and executes capacity and capability strategies. Assists Industry Lead in the development of capacity and capability strategies by sharing operational, customer and market intelligence.  Fosters workflow in area of direct influence, regionally and globally.  Manages costs in accordance with assigned budget.  May be required to travel and manage remote staff.
    • Manages the performance of team members. Defines accountabilities. Establishes performance objectives. Establishes employee/team performance measures and goals in support of the global vision.  Provides career counseling, feedback and guidance.  Ensures understanding of and compliance with all established policies and requirements.
    • Develops a competent team by overseeing the selection, development and training of team members. Maintains an awareness of employee morale and institutes appropriate employee-relations activities.  Maintains an employee/team contingency and succession plan. 
    • Communicates and exemplifies UL’s Vision and Mission. Promotes a Lean learning environment.  Identifies, supports and integrates Lean Sigma continuous improvement opportunities into all aspects of the job and throughout the organization.  Leads employees to openly suggest, promote and embrace change.
    • Drives customer loyalty by engaging in regular customer interaction. Anticipates customer needs and provides proactive solutions.  Gathers, shares and responds to customer feedback.  Coaches and mentors staff to do the same.
    • Collaborates and builds trust within the organization and with customers to meet or exceed their expectations. Develops strong, flexible cross-functional networks and global relationships to promote becoming the fastest, highest quality and most customer-friendly organization.  Coaches and mentors staff to do the same.
    • Performs other duties as directed.


    • University degree (equivalent to a Bachelor’s degree) in Business Administration, Management, Engineering or related field plus generally ten years directly related experience, including generally five years of relevant management/leadership experience.                                
    • Solid experience as lead or participant in cross-functional or global projects, or worked in multiple functions or regions. Lean Sigma Green Belt or Lean Leadership Training, Gage R&R experience or equivalent preferred.
    • Demonstrates an advanced understanding of how decisions impact business results, management concepts such as effectively building a diverse team and planning and thinking strategically.
    • Demonstrates the ability to manage employee performance through development of performance expectations and goals, managing employee relations issues, identifying and addressing training needs, planning and executing against required staffing levels and assisting in operational planning.
    • Demonstrates the ability to effectively manage employees and other team leads in a technical arena and to lead a Lean Sigma organization.
    • Demonstrates the ability to make the complex simple and present information in a concise, relevant and powerful manner.
    • Demonstrates the ability to analyze and interpret a wide variety of materials including analyses, data, financial reports and/or legal documents.
    • Demonstrates the ability to take calculated risks and plan for contingencies.
    • Demonstrates the ability to listen, learn and teach.
    • Demonstrates the ability to work in and understand diverse cultural environments.
    • Demonstrates customer collaboration, project management and business acumen skills.




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