The Lean Director Global-Service is a senior‑level expert responsible for designing, driving, and sustaining Lean transformation across Johnson Controls’ global Service enterprise. This role focuses on improving end‑to‑end service value streams—including field service, planning, dispatch, customer experience, and support operations—while embedding Lean thinking into highly distributed, people‑centric, customer‑facing environments.

This leader brings deep mastery in operational and transactional Lean systems and plays a critical role in enabling scalable growth, operational stability, workforce effectiveness, and superior customer outcomes across the Service organization.

Reports To: Lean VP

Key Responsibilities

• Provide visionary leadership to the organization, setting strategic direction for Lean across the global Service enterprise.
• Align Service strategy with daily execution using frameworks such as Hoshin Kanri and Lean Maturity Models, ensuring alignment from executive leadership through regions, branches, and frontline teams.
• Oversee the Service Lean Business System, methodologies, tools, and standard work; establish governance structures, performance dashboards, and sustainment mechanisms.
• Partner closely with executive and senior Service leadership to drive strategic initiatives and enable effective decision‑making.
• Serve as a liaison between executive leadership and key Service stakeholders, ensuring transparent and effective communication.
• Establish, deploy, and curate enterprise Service Lean standards, including methods, tools, and management systems.
• Identify and mitigate risks impacting service delivery, safety, customer satisfaction, and long‑term performance.
• Coach and develop Lean Associate Directors and senior Service leaders to model Lean behaviors; serve as a resource for advanced Lean education and instruction.

What You Will Do

• Define, design, and implement Lean methodologies and tools across Service operations and support functions.
• Identify key Service value drivers and provide practical methods to improve safety, quality, responsiveness, productivity, and customer experience.
• Enable vertical and horizontal alignment across regions, branches, and functions.
• Lead critical, large‑scale Service improvement initiatives aligned with enterprise and Service strategy.
• Apply Lean to both field‑based and transactional Service processes.
• Conduct and oversee Lean training for Service leaders, managers, and practitioners.
• Perform root‑cause analysis to identify improvement opportunities and recommend technology‑enabled and process‑based solutions.
• Facilitate Obeya rooms, Service value stream mapping, Kaizen workshops, Daily Management installations, and action‑plan execution.

How You Will Do It

• Drive global Service synergy through best‑practice identification, sharing, and scaling.
• Partner with executive, regional, and branch leadership to deliver measurable improvements in Service performance.
• Mentor Service improvement leaders to accelerate results and strengthen a culture of continuous improvement.
• Identify Service process standardization opportunities while allowing flexibility for local execution.
• Lead training sessions and workshops that balance Lean theory with real‑world Service application.
• Foster innovation by introducing new CI techniques and tools suited for field‑based environments.
• Oversee Service Lean maturity assessments and multi‑year roadmap development.

Qualifications

• Bachelor’s degree in Business, Quality, Engineering, Operations, or related field.
• Minimum 10–15 years of experience in Continuous Improvement across multiple business domains.
• Significant experience leading large‑scale Service or customer‑facing business transformations with measurable business and customer outcomes.
• Demonstrated leadership capability, strong business acumen, and ability to align change management to Service needs.
• Strong communication and presentation skills; ability to establish rapport with executives, frontline leaders, and customers.
• Proven analytical and systems‑thinking capability with end‑to‑end Service solution design experience.
• Excellent facilitation and strategic‑thinking skills.
• Experience leading, training, and coaching Lean and Six Sigma methodologies.
• Mastery of Lean systems, cultural transformation, and change leadership.
• Proactive risk management and issue‑resolution skills with appropriate escalation.
• Travel Requirements: 50–75%