Customer Experience Operations Manager
2 days ago
We are seeking a highly motivated and experienced Customer Experience Operations Manager to join our team at Disability Solutions. As a key member of our leadership team, you will be responsible for maximizing the overall customer experience in aftersales, resulting in a Tier 1 Customer Experience (CX) and increased service retention and brand loyalty.
The ideal candidate will have a strong background in customer-centric operations management, with a proven track record of driving results in three key areas: dealership processes, customer experience, and service retention and loyalty. You will oversee the implementation and execution of aftersales initiatives and programs, working closely with teams across the organization to enhance other customer touchpoints throughout the ownership cycle.
With a focus on project management, process improvement, and employee development, you will lead cross-functional teams to identify opportunities for growth and implement effective strategies to drive business results. Your expertise in data analysis, communication, and collaboration will enable you to drive business outcomes and make informed decisions.
If you are a strategic thinker with exceptional leadership skills and a passion for delivering high-quality customer experiences, we encourage you to apply for this exciting opportunity.
About the Role
This role reports directly to the Director, Service Operations, and is responsible for the following:
- Evaluating and assessing performance; overseeing the execution of strategic initiatives and action plans to achieve national objectives for customer satisfaction, and service operations.
- Operationalizing and managing the successful launch, implementation, execution, and sustainment of aftersales business development initiatives, tools, and processes to achieve department objectives.
- Representing Service Operations to other departments, Regions, Dealers, KHQ, KNA, and vendors to promote a customer-centric point of view throughout the organization.
Key Responsibilities
- Evaluate and assess performance; oversee the execution of strategic initiatives and action plans to achieve national objectives for customer satisfaction, and service operations.
- Operationalize and manage the successful launch, implementation, execution, and sustainment of aftersales business development initiatives, tools, and processes to achieve department objectives.
- Lead cross-functional teams to identify opportunities for growth and implement effective strategies to drive business results.
- Represent Service Operations to other departments, Regions, Dealers, KHQ, KNA, and vendors to promote a customer-centric point of view throughout the organization.
Requirements
- Bachelor's degree or equivalent experience and demonstrated skills required.
- 10+ years' experience in the automotive industry, retail, and/or corporate with dealer contact experience preferred.
- 7+ years' experience in field service management preferred.
Salary Range
$130,919 - $188,879
This salary range is based on market data and takes into account factors such as location, industry standards, and internal equity.
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