Process Owner Commercial Processes - Customer Care

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.
Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

About us
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars. 
To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in! 

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey!

About the position 
We are now looking for a Process Owner who will be accountable for Customer Care's processes towards direct-to-consumer business model. A major part of the role involves improving and enhancing the customer experience throughout the consumer journey and developing coherent user frameworks for Customer Care teams.
You will be a member of the Global Processes team, with purpose to provide our stakeholders with efficient processes that are scalable and to support an effortless consumer journey.
We operate in four clusters where three cover the phases of the customer journey. The fourth cluster has the task to support the development of technical solutions for CRM and CTI systems.
You will act in the Commercial cluster who focuses on enabling revenue driving activities, designing services to expand profitability, deepen our customer relationships and accelerating the digitization of both sales and care business globally.

What you will do
You will work in close collaboration with the wide network of stakeholders – from national sales companies, global commercial teams to diverse process development clusters, as well as CX, UX, and multiple product owner teams.
You will design and document new business processes that support ecommerce development. Influence and drive redesign of existing business processes to improve operational efficiency for Customer Care. Coordinate and prioritize improvement proposals across markets. Identify opportunity to automate and scale, share best practices.
Your other responsibilities are to contribute to create a consistent and scalable infrastructure for the new direct-to-consumer markets and prepare markets for the launch. 
Guide the Customer Care team on processes and systems updates and trainings for the designed or re-designed processes.

You and your skills
To be qualified in this role you need to have a positive “can do” attitude and feel comfortable with working in an environment where we sometimes have more questions than answers.
You have a flexible and service focused mindset with a good understanding of the balance between speed and accuracy in detail. Happy to jump on big and small tasks with a good portion of willingness to solve them individually and/or together with others.

·       Proven track record of working in highly complex and changing environments, supporting multiple projects simultaneously.
·       Solid experience in ecommerce process development.
·       Comfortable dealing with uncertainty and short deadlines.
·       Highly resourceful and self-driven.
·       Solid leadership and mentorship abilities to introduce and implement solutions.
·       Excellent record keeping, as well as written and verbal communication skills in English.

Location: Gothenburg

How to learn more and apply?
If you have any questions regarding the position you are welcome to contact Head of Processes Robert Carli at : robert.carli@volvocars.com and for questions regarding the recruitment process, please contact recruiter Pedram Yousefi at: pedram.yousefi@volvocars.com
We welcome your application at the latest 24/03-2023
Please note that applications via email will not be accepted due to GDPR.