Job Description

Position Title: 

GCF Product Manager

Pay Rate :

$101,000 – $135,000

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift :

Salaried Full-Time

Physical Location :

6400 Poplar Avenue

Memphis, TN 38197

The Job You Will Perform:

The GCF Product Manager will be a member of the Global Customer Technical Services team and will report administratively to the GCF Innovation Strategy & CTS Manager. This role will be responsible for identifying and leading product improvements, tracking and coordinating customer complaints, informing the GCF Lead Team of Customer Experience data trends and issues, maintaining grade/product specifications and information, supporting our continuous improvement efforts through RCFA processes and systemic problem solving, and supporting the maintenance, improvement, and execution of our business level Quality Management System. You will work closely with our Regional CTS Managers, Sales Team members, and the Corporate Quality Leaders in our pursuit of customer excellence with an 80/20 mindset. The role responsibilities will allow you to make significant and meaningful improvements to our overall business processes that directly influence our ability to properly serve and delight our customers.

The GCF Product Manager will be expected to have or obtain expertise in the quality, attributes, systems, and mill quality processes associated with the safe manufacture, delivery and use of our cellulose fiber products. You will also be expected to lead improvement projects within our business. Some travel to our mill sites and customers’ sites will be expected (<25%).

Key Areas of Accountability:

Customer Experience Metrics and Improvement:

• Coordinate customer complaints to ensure execution, accuracy and data integrity
• Support our Regional CTS Managers in resolving customer complaints
• Track relevant customer experience (CE) data and develop reports that translate data into useful business information
• Provide GCF Leadership with CE trend summaries and information to support strategic plans, initiatives and decisions
• Identify CE improvement opportunities and participate/lead problem solving efforts that create systemic improvements
• Identify gaps in our business processes that lead to errors and customer dissatisfaction; coordinate/lead improvement efforts
• Work closely with IT on data reporting, accuracy, and relevancy
• Partner with GCF IT resources to ensure awareness and prioritization of IT related CE issues for systemic resolution
• Participate in setting CE and Quality improvement goals and initiatives
• Through an understanding of the CE and our performance as a fiber supplier, recommend areas of needed improvement to maintain preferred supplier status
• Support our Sales Team members with relevant and timely product and CE data and information
• Support our Sales Team in development of our Raving Fans Storybooks
• Participate in deliberate CE/quality improvement efforts at the mills
• Support and work with GCF Communications leaders to deliver training and education to all GCF employees
• Leverage opportunities to visit customers at their plants and when they visit our mills to better understand their needs so we can improve

Product Management:

• Track and coordinate Qualification Trials process and ensure communication and understanding within the business
• Support our regional CTS Managers in maintaining specifications and setting specifications for new products
• Support CTS Managers in reviewing customer specifications proposals and updates
• Work closely with Product Stewardship Manager as needed to ensure we meet product safety requirements and follow proper MOC
• Work closely with the Product Engineer, CTS Managers and Technical Services Leader to create, review, and update the Product Technical Data Sheets
• Statistically review and assess mill process capability studies with our manufacturing quality leaders to ensure ability to meet specific customer specifications
• Identify product/process performance gaps at our mills and make recommendations for improvement
• Identify aspects of our pulp properties and performance that is lagging
• Share Material ID/PMP support, maintenance, and development responsibilities with the GCF Product Engineer

Quality Management System:

• Support the Business Quality Leader and the Manufacturing Quality Manager in maintenance and growth of our Quality System
• Participate and lead Quality System audits to support system maintenance and continuous improvement
• Collaborate with and support the Manufacturing Quality Manager in implementation of required processes and corrective actions from customer quality audits
• Support review of customer quality agreements and specifications in partnership with CTS, Sales, and Legal
• Participate in industry associations and committees as appropriate and beneficial

The Qualifications, Skills and Knowledge You Will Bring:

• BS Engineering and/or Paper Science required
• 5+ years Pulp/Paper Manufacturing or Absorbent Hygiene Products Manufacturing experience required; 8+ preferred
• Quality Assurance/PS&D experience preferred
• Excellent troubleshooting and problem solving skills
• Computer Savvy (Excel, Proficy, Business Reports, Access, SAP, SharePoint)
• Good Written and Oral Presentation Skills
• Excellent teamwork and collaboration skills with a “GCF 1 Team” mindset
• Record of getting results
• Ability to communicate effectively with multiple groups (mills, customer service, upper management, supply chain, customers, technology)

• Key Competencies: Drive for results, Problem solving, Functional/Technical skills, Ethics and values, Customer focus, Action Oriented, Process Management, Comfort Around Higher Management, Informing, Presentation Skills, Priority Setting, Organizing

The Benefits You Will Enjoy:

International Paper’s GCF business offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, and Paid Time Off.

The Culture You Will Experience:

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

The Company You Will Join:

International Paper (NYSE: IP) is the global leader in sustainable packaging solutions. With company headquarters in Memphis, Tennessee, USA, and EMEA (Europe, Middle East and Africa) headquarters in London, UK, we employ more than 65,000 team members and serve customers around the world with operations in more than 30 countries. Net sales for 2024 were $18.6 billion.

Our GCF business helps customers transform renewable cellulose fibers into essential everyday products. Our safe, high-quality pulp forms the basis for a wide range of applications like towel and tissue products, diapers, feminine care, incontinence and other personal care products. Following International Paper’s strategic review, GCF is transitioning to become a standalone company supported by American Industrial Partners, positioning us to deliver enhanced value to customers and continue shaping a healthier, more sustainable future. Additional information can be found by visiting internationalpaper.com

International Paper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, national origin, religion, age, disability, marital status, veteran status, genetic information or any other status protected by law.

Equal Employment Opportunity Statement - Know Your Rights: Workplace Discrimination is Illegal

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