Product Director, Customer Care

Who are we?
Volvo Cars is in an exciting commercial transformation where customer care and direct to consumer relations is a corner stone to make this happen.
Volvo Cars is a shifting from a wholesale business model to a direct business model with a global omni-channel customer experience at the center of success. This means that we are gradually shifting What, Where and How we sell our products and how we serve our customers throughout their relationship with us. A prerequisite for this transformation is to build up global customer care centers along with digital self-service tools to support the customer whenever when they need help, through their channels of choice. Within the Commercial Digital organization, we are looking for a passionate Product Cluster lead that can help us take the Customer Care & Support area into the future!
You will be part of an ambitious and dynamic Commercial Digital leadership team driving the development across different commercial areas. Within the product cluster Customer Care & Support there are several product teams with highly motivated and skilled team members that are passionate about providing the best experience for our care agents, retailers and customers.
The Role
This role entails a global responsibility for Volvo's Customer Care & Support product suite and you will be accountable for its success in our global business. You're a passionate, thought product leader with experience creating best-in-class user experiences. You take advantage of the latest technology and know-how available to bring ground-breaking digital products to market.
You're responsible for leading the product development of Customer Care & Support product suite, developing the long-term product strategy and driving execution. You'll collaborate closely with UX and Engineering leaders, as well as our Global Customer Care Operations organization and other stakeholders in global and regional teams.
A core component of the role is mentoring and developing the cluster's Product Managers, helping them excel in their craft and develop robust customer-centric strategies, build roadmaps for their products and engage stakeholders in a large organization.

Who are you?
The ideal profile has a demonstrated experience in product management leadership. You have a record of gathering customer insights and turning them into valuable product outcomes. You have worked in international environments where different market contexts are balanced with global product standardization needs. The ideal candidate needs to be hands-on, agile, and thrive on change. We believe a successful candidate will bring experience from Customer Care center operations and know-how around how to bring synergies out of different technologies at hand.
We believe the following competencies are most valuable to bring into this role:

Setting Strategy
•    The inclination to seek and analyze data from a variety of sources to support decisions and to align others with the organization's overall strategy.
•    An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry.
•    The ability to effectively balance the desire/need for broad change with an understanding of how much change the organization is capable of handling, to create realistic goals and implementation plans that are achievable and successful.

Executing for Results
•    The ability to set clear and challenging goals while committing the organization to improved performance; tenacious and accountable in driving results.
•    A leader who is viewed by others as having a high degree of integrity and forethought in their approach to making decisions; the ability to act in a transparent and consistent manner while always considering what is best for the organization.

Leading Teams
•    The ability to persevere in the face of challenges and exhibit a steadfast resolve and relentless commitment to higher standards, which commands respect from followers.
•    A leader who is self-reflective and aware of their own limitations; leads by example and drives the organization's performance with an attitude of continuous improvement by being open to feedback and self-improvement.

Relationships and Influence
•    Naturally connects and builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
•    Encourages others to share the spotlight and visibly celebrates and supports the success of the team.

Driving Sustainability
•    Firmly believes that both sustainability and profit are in the organization’s best long-term interest.
•    Integrates economic, societal, and environmental factors into a purpose-driven strategy, turning sustainability into a competitive advantage.
•    Delivers breakthrough innovations and business models that create value for all stakeholders, continually challenging traditional approaches.