About this role
Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.
Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.
The Credit Service Desk Operations Lead is a key member of the NBS Service Desk, responsible for leading day-to-day Credit support operations while also performing standard contact center functions as needed. This role is focused on operational excellence: intake discipline, accurate triage and routing, queue health, SLA performance, documentation quality, agent coaching, and continuous improvement. This position ensures requests are processed consistently and made decision-ready before reaching Credit decision-makers, enabling a reliable experience for branches, internal partners, and customers across U.S. and Canada Credit workflows.
What You'll Do:
- Service Desk Operations Leadership:
- Lead and mentor a Credit Service Desk team, providing clear direction, day-to-day oversight, and coaching aligned to service levels and quality standards.
- Oversee case management across ServiceNow, shared Outlook mailboxes, and Five9 (or equivalent), ensuring timely handling and clean case progression from intake to closure.
- Ensure all incoming requests are triaged, categorized, and routed correctly using standard intake rules, routing matrixes, and assignment group logic.
- Monitor and manage queue health: backlog, aging, capacity, coverage, and real-time adherence to maintain consistent service performance.
- Serve as the primary operational escalation point for Tier 1: validate urgency, confirm completeness, clarify missing information, and coordinate engagement with the appropriate Credit authority when needed.
- Review and approve outbound communications (where required), ensuring clarity, professionalism, and consistent messaging to stakeholders.
- Promote a “close-the-loop” culture where agents own requests through completion or execute a clean handoff with all required context.
- Intake Quality & Decision-Readiness:
- Enforce intake completeness standards so requests are “decision-ready” before escalation (required fields, correct forms, attachments, clear notes, standardized naming).
- Drive consistent send-back criteria and follow-up loops, reducing back-and-forth and cycle time.
- Ensure accurate and audit-friendly documentation within ServiceNow.
- Maintain consistent execution across core Credit request types (as applicable), such as:
- New credit application intake.
- Credit limit increase and renewal intake workflows.
- Customer maintenance requests (updates, status changes, corrections).
- Letters processing (where in scope).
- Securities administration support intake/coordination (where in scope)
- Performance Management & Reporting:
- Ensure compliance with established SLAs and operational KPIs; identify emerging risks early and take corrective action.
- Track and analyze key operational metrics, including:
- Volumes by request type, channel, and region.
- SLA compliance.
- Backlog/aging and cycle time.
- Escalation volume, reasons, and trend drivers.
- Reopened tickets and documentation quality defects.
- Customer satisfaction themes and repeat-contact drivers.
- Produce daily/weekly dashboards and monthly operations reports with insights and practical recommendations.
- Knowledge, Training & Continuous Improvement:
- Own the operational playbook for Credit support execution: SOP adherence, checklists, scripts, triage standards, and quality expectations.
- Partner with Credit SMEs to validate knowledge content and ensure accuracy.
- Identify process and system gaps through pattern analysis.
- Translate insights into improvements (intake changes, workflow tuning, coaching themes, KB updates, revised SOPs).
- Support onboarding and cross-training so the team can cover priority workflows consistently.
- Collaboration & Communication:
- Build strong working relationships across the Credit Service Desk, Credit decision-makers/SMEs, Tier 2/3 teams, and internal stakeholders.
- Communicate operational performance, risks, and needs proactively to management and business partners.
- Present updates and recommendations in clear, user-friendly language to both operational and business audiences.
What You'll Bring:
- College diploma or university degree in business, operations, finance, or equivalent experience.
- 2+ years experience in service desk/contact centre operations, shared services, or process-driven support environments; leadership/lead responsibilities preferred.
- Demonstrated ability to run queue-based operations: triage discipline, workflow adherence, SLA management, and quality coaching.
- Experience using ServiceNow (or similar ITSM/work management tools) for case management, categorization, reporting, and knowledge.
- Strong analytical skills with the ability to translate trends into actions that reduce rework and improve cycle time.
- Excellent written and verbal communication skills, including stakeholder updates and operational reporting.
- Able to manage multiple priorities, stay calm under pressure, and drive consistent execution in a high-volume environment.
- Familiarity with ITIL concepts (incident/request management).
- Experience in workforce management, scheduling, or real-time queue monitoring.
- Exposure to credit operations workflows and terminology (helpful, not required).
- Structured, reliable, and detail-oriented; sets clear expectations and follows through.
- Coaching mindset: improves performance through clarity, standards, and practical feedback.
- Metric-driven and action-oriented, uses data to prioritize and improve.
- Strong relationship builder who can influence without authority.
- Comfortable operating between frontline execution and business stakeholders.
Compensation & Benefits:
The salary range for this role, in Loveland, CO, is between $59,300 - $101,700. While we provide this range as general guidance, several factors are taken into consideration when making compensation decisions including, but not limited to, candidate skill set, experience and training, licensure and certifications, work location, and other business and organizational needs. Actual salary and benefits may differ based upon location.
We provide an attractive benefits package that includes comprehensive medical, dental, vision coverage, and life insurance and well as disability coverage for positions working more than 30 hours per week. In addition, we have a retirement program that encourages our employees to save for the longer term, with generous matching employer contributions. Our benefit package also demonstrates our culture of care with paid vacation, sick days and holidays as well as paid personal and maternity/parental leaves and an Employee and Family Assistance Program. Details of the benefits package will be shared in the application process.
In addition to base pay, this role is also eligible to participate in our annual incentive plan, consistent with the terms of our program(s) where discretionary pay out of awards is reflecting components such as performance of the company and the employee. Details will be discussed through the application process.
This information is provided in compliance with applicable state equal pay and pay equity legislation and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons. Nutrien also makes internal equity a consideration in all pay decisions.
Ready to make an impact with us? Apply today!
The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted. Applicants must meet minimum age requirements, as permitted by law.
Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien
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Other facts
About Nutrien
We are committed to being the leading provider of agricultural inputs in each of our markets. We will attract and retain outstanding employees by motivating and rewarding them for their accomplishments in providing exceptional service to our valued customers.
Nutrien Ag Solutions was established in 2018, but predecessor companies began operating as early as 1859. A lot has changed since then. Advancements in technology allow for more effective growing methods while minimizing environmental impacts. We've welcomed more operations into our family and expanded our product and service offerings. Our reach has become global as we are now part of a network of retailers that spans three continents. Despite all those changes, we have never lost sight of the American farmers and the work they do. Decade after decade, we're here to provide the best technologies, tools and products so you can focus on what you do best - grow.
Operated by Nutrien Retail, Nutrien Ag Solutions is a unit of Nutrien Ltd., the world’s largest agriculture inputs company. Nutrien is comprised of four business units: Nitrogen, Phosphate, Potash and Retail.
Nutrien Retail continues to grow its international and North American presence. In the past five years, approximately 250 independent retailers have been added to the growing family of Nutrien Ag Solutions.
What you'll do
- Lead and mentor a Credit Service Desk team while overseeing case management and ensuring operational excellence. Monitor queue health and ensure requests are processed consistently for a reliable experience across Credit workflows.
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