Delivery Expert Fleet in Use - Global Online Experience

We are building up Volvo Cars online sales capabilities and driving the shift towards direct consumer sales. Our aim is clear – to provide customers with modern, flexible and hassle-free ways to own a car, whether through a Care by Volvo subscription, lease, loan or cash. By that, shaping the future of the automotive industry.

What will you do?
 You will be part of the Fleet Operations team, which is a unit within in Global Online Experience. The team focuses on improving operations and setting up the foundations for the Order to Delivery, Fleet in Use, Return of car and Remarketing phases of the customer journey.
You will be joining a team of dedicated and customer focus colleagues, which strives in times of challenge and always looking for new ways to make improvements. Your focus will be to improve the current operations as well as prepare for new launches of markets and products. If you can be curious and service minded, aim to have big ears and be humble in how we approach new areas, then we welcome your application.  We are enablers and that means we value your contribution to be part of our team, we encourage appropriate work/life balance and having fun at work in a sustainable manner. 
 Welcome with your application!
Your mission
 The Fleet in Use journey starts from when the car is picked up from the dealer and ends when the car is returned. During this time, we must make sure that the customer has a smooth experience, and the dealer has the tools and knowledge to deliver that. Within Fleet in Use, we own the processes around repairs, maintenance and tires but are also a bridge between other team’s products and what’s fits in under the scope of Fleet in Use.  
 As a Delivery Expert within the Fleet in Use team you will work together with product teams, operation hubs and local market representatives to design processes and solutions for optimized handling of both our customers and vehicles. Your task is to ensure that the operational teams, who manages the fleet of cars throughout the Fleet in Use process, have working processes in place and get the support they need to perform these. You will become a superuser of the systems and an expert in the processes to be able to solve the most complex cases and issues.
 You have a strong business acumen and will, based on feedback from the operational teams, support our care center agents on how to use newly released features as well as develop these further. 
 You will also work with improving our current processes as well as capturing new business needs, doing initial assessments, and creating process concepts for the Fleet in Use roadmap. 
 You will also develop training material and deliver training sessions to our operations hubs and customer relationship centers, as well as provide continuous support. 
 To be successful, there is a need to have a good understanding of our consumer journey and the desired consumer experience. It is at the same time crucial to be on top of our vehicle and agent journeys so that solutions are optimized from both a customer and agent perspective, as well as vehicle and retailer partner perspective. 

You will work with a global scope for this role and cover our existing live markets in EMEA (Germany, Netherlands, Norway, Sweden & UK) and be part of launching new markets in the future.
Who you are
We are looking for you who are passionate and knowledgeable about customer experience and process design. As a person you get things done and you are insightful, empathetic and constantly come back to the question why. You are not afraid to go into the details and at the same time keep the holistic view of how it all fits together. Furthermore, having experience of navigating and understanding a complex system landscape will be valued high. 
 By nature, you are curious, analytical, and proactively spot patterns to look at how we can change our processes and tools to make it more effective and efficient. You are a collaborator and will build strong relationships with colleagues with the aim of understanding obstacles and improving ways of working.
 Preferably, you have experience within the fleet and/or car service operations area with experience in leading process improvement projects. You also have experience from working with customer support or developing solutions for customer relationship centers which is beneficial to be successful in this role.
 And you have a good understanding for delivering customer value which is at the centre of your activities. With a hands-on approach you are not afraid of stepping up to responsibilities and know how to evaluate different perspectives and creating a base for decision making. 
 You are an outgoing person eager to quickly build your network within the organization. 
 It is a great plus if you are familiar with tools like Salesforce, QW90, Miles and are in general a tech-savvy person
 You should be fluent in English, verbal and written.

Location
HQ Gothenburg or Stockholm 
Contact & Application
Please apply via the link provided before the 25th of April 2022. Applications and CV's will not be accepted via email. In this process, we work with continuous selection. If you have any questions regarding the position you are welcome to contact Head of Fleet Operations, Henrik Wibom, at henrik.wibom@volvocars.com and for questions regarding the recruitment process, please contact, Senior Recruiter Happy Andira, happy.andira@volvocars.com.