Process Owner RoC - Mobility & Financial Services

Do you want to be part of our passionate family? 
Volvo Cars is on an ambitious journey to re-define the customer experience related to car usage and ownership. Combining digital technologies and innovative services, we are committed to offer the most personal solutions in mobility. While Volvo Cars is pushing the boundaries within electrification, design, safety leadership, sustainability and more – some of the most exciting action is happening in the area of online sales.

Fleet Operations team - let’s introduce ourselves 
You will be part of the Fleet Operations team, which is a unit within Mobility & Financial Services. 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 customer focus colleagues, which strive 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. 

Process Owner RoC – this is what you’ll do 
In an overview, you are our Process Owner within Return of Car (RoC) that will support a bigger function within our Mobility & Financial Services. Our target is that more than 50 percent of our company’s total volume and our commitment to 1.2M new car sales sold online by 2025 – and we are confident that we are on track to become the “fastest online transformer” in our industry and being full electric by 2030. We’re looking for free thinkers, believers, dreamers, and most of all – we’re looking for you. 
The Return of Car journey starts when the car contract is about to end and ends when the car is returned and inspected at the dealer. During this time, we must make sure that the customer has a smooth experience, and that the dealer has the tools and knowledge to deliver that. Within Return of Car, we own the processes around the preparation of the return, the communication, and the inspection. Besides that, we are also a bridge between other team’s products and what fits in under the scope of Return of Car.
As a Process Owner within the Return of Car 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 manage the fleet of cars throughout the Return of Car 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 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. 

We’re looking for you!  
You have a strong understanding of our consumer journey and consumer experience, focusing on vehicle, agent, and retailer partner journeys to customized and optimized solutions from their perspectives. 
You have strong business acumen and will take feedback from the operational teams. 
You are experienced when it comes to supporting our care center agents on how to use newly released features and their developments. 
You have worked on improving current processes capturing business needs, and initial assessments, and creating process concepts for the RoC roadmap. 
You have developed training materials and delivered training sessions to our operations hubs and customer relationship centers and provide continuous support. 
You are curious, detailed orientated, and see the overall picture of how everything fits together. 
You have experience navigating and understanding complex system landscapes.

Most of all, you share our values and our ambition. Your warm personality and eagerness to collaborate will be welcomed by all of us!  

Qualifications: 
You are analytical, and proactively look to how processes and tools can be effective and efficient. 
You are a collaborator that can build strong relationships to improve ways of working and removing obstacles. 
You have experience within the remarketing and/or the fleet operations areas leading process improvement projects. 
You have experience working with customer support or developing solutions for customer relationship centers. 
Familiar with these tools Salesforce, Azure DevOps, Miles and is generally tech-savvy. 
Fluent in English, verbal and written. 

Location 
HQ Gothenburg or Stockholm 

Let’s get to know each other 
Welcome to apply by the latest on 30 September 2022. We will do our best to keep you updated throughout the process.  
If you have any questions about the role, please contact Hiring Manager Head of Fleet Operations, Henrik Wibom, at henrik.wibom@volvocars.com. 
If you have any questions about the recruitment process, please contact Senior Recruiter Happy Andira, at happy.andira@volvocars.com. 
Please submit your application in English and note that applications via email will not be considered due to GDPR. 

Welcome with your application!