Customer Care Experience Leader- Customer Assistance

Job Description

The Role

This role includes leading transformative initiatives that enhance customer experience streamline operations and drive measurable business impact. This position is ideal for a strategic thinker with a proven track record of implementing innovative solutions in customer care environments.

What Youll Do (Responsibilities):

• Collaborate and communicate effectively with cross-functional teams and stakeholders including operations training quality contract management workforce management scheduling forecasting finance human resources procurement field operations and project management to ensure alignment and support for Customer Care Strategy & Optimization initiatives.

• Develop update and maintain customer care contact center operational processes communicate changes and expectations to stakeholders and lead training initiatives to ensure team members are equipped to implement new or updated procedures effectively.

• Lead system transformation initiatives including the launch and optimization of customer case management systems (e.g. OneCRM and related technologies) simplifying workflows and case types to deliver significant cost savings and improved advisor and customer experiences.

• Conduct financial analysis and lead cost optimization initiatives including cost/benefit assessments implementation of system and technology-driven efficiencies and validation of cost savings realization to achieve organizational targets.

• Lead end-to-end project management for strategic initiatives including developing scope charters schedules budgets timelines and ramp plans to ensure successful delivery of objectives on time and within budget.

• Drive customer experience improvements by developing and executing strategies that consistently meet or exceed Customer Satisfaction (CSAT) goals leveraging digital enhancements to reduce call volume and improve service quality.

• Manage real-time emergent escalations within a high-volume customer care call center environment ensuring rapid resolution and minimal impact on customer experience and business operations.

• Provide leadership and guidance to both direct and indirect teams fostering collaboration accountability and alignment across all stakeholders to achieve organizational goals and deliver exceptional customer care outcomes.

• Manage a team of Regional Field Liaisons to enhance field relationships reduce escalations and pilot innovative processes such as repurchase handling and multilingual support.

• Drive continuous improvement by analyzing escalated cases advisor feedback and process gaps to enhance case handling training and content management.

• Partner with suppliers through regular business reviews to monitor performance metrics and align on strategic objectives.

• Partner with Field Operations to align Customer Care strategies drive performance and ensure seamless delivery of operational objectives.

Yours Skills & Abilities (Required Qualifications):

• Bachelors degree in Business Automotive Management or related field

• 35 years of experience in automotive operations supplier/vendor management or customer service

• Experience managing third-party suppliers and budgets

• Leverage advanced analytics to uncover actionable insights that drive strategic decision-making and business growth.

• Excellent communication negotiation and organizational skills

What Can Give You a Competitive Edge (Preferred Qualifications):

• Field Experience supporting Dealerships in North America partnering to resolve complex Customer cases

• Field experience partnering with Customer or Dealer facing teams (Customer Assistance Technical Assistance etc) in the resolution of customer concerns.

• Experience applying continuous improvement tools and methods to reduce waste and/or improve efficiency

• Experience managing projects

• Experience implementing and/or working with Salesforce/OneCRM or other Customer Care Call Center technology platforms

• Experience leading people

• Experience implementing change management initiatives

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