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Customer Service Operations Manager
2 months ago
Are you prepared to embrace new challenges? At Brunswick Corporation, a leading entity in the marine industry, we are dedicated to redefining standards and pioneering advanced technologies that enhance experiences both on the water and beyond.
Brunswick embodies the philosophy that "Next Never Rests," offering a diverse array of thrilling career paths and development opportunities within cohesive teams that are shaping the future of marine recreation.
We are currently seeking a Customer Service Operations Manager to oversee a global team that is vital to our business success and the satisfaction of our esteemed customers.
Key Responsibilities
- Lead and nurture a team focused on technical service, manufactured components, escalated customer concerns, and field service personnel.
- Establish a strong collaboration with the Service Center of Excellence to develop, implement, and manage service programs, strategies, and policies, including warranty management and issue resolution.
- Set and communicate objectives, action plans, and key performance indicators for customer care and technical teams across various customer tiers, creating standardized playbooks for each stage of the customer journey.
- Ensure third-party service providers meet established performance metrics.
- Work with manufacturing to influence quality improvements by sharing field feedback and leading dealer quality discussions.
- Support issue tracking in collaboration with manufacturing and drive timely resolution action plans.
- Implement strategies to enhance customer loyalty, performance metrics, and advocacy rates while maintaining top-tier customer satisfaction scores.
- Analyze daily performance data to ensure the Brand group meets customer satisfaction and operational standards.
- Identify and develop service revenue opportunities in partnership with category management.
- Utilize data analytics for informed strategic and tactical business decisions.
- Recognize opportunities for employee coaching and professional development.
- Leverage technology to enhance customer operations and team performance.
- Act as the primary contact for finance, legal, and other departments regarding warranty claims and consumer service issues.
- Ensure alignment of team processes for global and local consistency.
- Additional responsibilities may be assigned as needed.
Qualifications
- Bachelor's degree required; advanced degree preferred.
- Knowledge of boating is essential; a willingness to learn and engage in boating activities is required.
- A minimum of 5 years of successful management experience in a forward-thinking customer service environment.
- Proven track record of building high-performing teams and inspiring others to adopt a customer-centric perspective.
- Strong communication skills across all organizational levels and a collaborative mindset.
- Advanced proficiency in Microsoft Office applications (Excel, PowerPoint, and Access).
- Experience with CRM systems is preferred; familiarity with customer satisfaction survey strategies is advantageous.
