Mobile Manager, Consumer Experience and Continuous Improvement

7 days ago

Akron, Ohio, United States Goodyear Full time
About the Position:

Goodyear Mobile provides a cutting-edge, innovative way to order automotive services that come to you. As a Mobile Manager, Consumer Experience and Continuous Improvement, you will play a key role in creating new standards, systems, and tools for Goodyear Mobile Operations to support and continuously improve the business. Your focus will be on ensuring external customers in both the D2C and Fleet channels are completely satisfied with Goodyear Mobile service.

Primary Responsibilities:
  • Consumer Experience Mobile Operations:
    • Lead the implementation of enhanced standard operating procedures (SOPs) from legacy mobile into an integrated mobile and retail omni-channel operation.
    • Incubate new ideas, tools, and services to implement them into field operations in collaboration with the Mobile Support and Store Support teams.
    • Work closely with Information Technology (IT) and Head of Product and Customer Experience to identify and prioritize automation of manual processes and lead the implementation of new logistics software throughout Goodyear Mobile.
    • Create and deploy LEAN methodologies to eliminate waste, improve efficiency, and streamline processes physical or virtual.
    • Implement Mobile operational review units to systematically evaluate field SOP compliance.
  • Fleet Consumer Experience Mobile Operations:
    • Lead the advancement of the Mobile/Amazon/Retail Flip network to develop methodologies and tools for Mobile Support to implement at scale.
    • Work with Head of Product and Consumer Experience to implement Salesforce Field Services/Goodyear AndGo software suites for tech optimization.
    • Continuously advance Fleet Portal/Goodyear AndGo front-end to bring Goodyear Mobile requirements into the development roadmap.
    • Partner with Retail, Mobile Support, and Mobile Installation Logistics Excellence and Support (MILES) team to develop a complete network design and asset optimization plan/tool to support Amazon operations.
    • Lead the advancement of fleet maintenance software module within Goodyear AndGo, aiming to optimize run-to-failure (RTF) usage of mobile vans.
  • Special Projects:
    • Internal liaison between Mobile Field Operations, IT, and Consumer Experience to test and implement new concepts, services, and/or various special projects.
    • Support technical implementation and Field Operations requirements development for Install for Others channel.
    • Develop a full suite of Last Mile reporting and analytics development, partnering with IT and MILES to consolidate and enhance.
    • Support the Mobile Fleet Manager in the continuous improvement of the Mobile van specifications/design ensuring continuous improvement.
Required Education and Experience:
  • Bachelor's degree or in lieu of degree 12 years of field operations experience.
  • 7 or more years of experience in field operations within logistics, fleet maintenance, distribution, last mile, auto care, and/or tire industries.
  • Logistics, warehousing, and shipping/receiving experience.
Desired Skills and Abilities:
  • Master's degree.
  • Strong management and operations experience.
  • Logistics software skills (including routing, mobile workflow apps, maintenance software, fleet management tools, etc.).
  • Lean and Six Sigma skill set.
  • Strong oral and written communication skills.
  • Innovator and activator to bring new technology/processes to life.
  • Able to work in a results-oriented, fast-paced environment as part of a team.
  • Self-starter with willingness to be out in field operations over 50% of the time.

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