Road Side Assistance Business Manager - 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.

The automotive business is changing rapidly, and Volvo Cars is pushing the boundaries within electrification, design, safety leadership and sustainability. New business models are emerging, and we are re-defining the customer experience related to service, car usage and ownership.  

Who we are
Customer Care provides Consumer Relations Operations for Volvo Cars and affiliated brands through contact centers. Our agents are the facilitating link between the brand, the consumer and the dealer network, acting as brand ambassadors and companions through the consumer journey.  
Besides running operations, Customer Care designs how and what our Consumer Relations Centers operate for each partner in selected markets. We secure capabilities needed and develop processes and products to release a premium and branded customer support for our partners, mainly Volvo Cars and Polestar. We develop needed trainings and make sure our agents get the right competence to be able to perform a good job.
Customer Care operates in a Global context with operations in Europe, Americas and Asia.

About the position
To cater for the future and deliver on today’s demands on a premium customer service operation, we need a Roadside Assistance Business Manager to drive and optimize our Roadside Assistance Business. You will be part of an international team and work closely with our Customer Care operational teams, Roadside Assistance providers, and National Sales Companies to secure that our customer gets support and the best possible Roadside Assistance experience. 
The Roadside Assistance business is in a build-up phase, which will give you an exciting, ever-changing job providing you with opportunities to develop both professionally and personally.

What you will do
As a Roadside Assistance Business Manager you will play a key role in managing and developing the Roadside Assistance Business for the markets where our Roadside Assistance is insourced and managed by our Customer Care operation. In this role you will also:
•    Govern the ongoing operation.
•    Analyze data from the Roadside Assistance Business.
•    Optimize and drive improvements of the Customer Care Operation.
•    Drive improvements of the towing and retailer network together with Suppliers and National Sales Companies.
•    Secure that our operation reaches our service levels.
•    Set requirements on, and take part in development of, Digital Solutions and Processes.
•    Follow up Roadside Assistance spend, drive countermeasures.
You will also be part of developing the Roadside Assistance offer, develop strategies and take part in strategic projects.

You and your skills
You have a University degree or equivalent in Business Administration, Engineering or other relevant areas and minimum five years of experience from Project Management and Process or Business Development.
You have experience from Digital Development as well as a solid experience of managing and driving a business and working with suppliers.
Experience from Roadside Assistance, Contract Management or Supplier negotiations and sourcing are beneficial.
Good presentation and communication skills and fluent in English both verbally and written are important.

On a personal level
You are a structured and analytical person with an inspirational and motivating appearance. You have a business acumen, are self-driven, have great collaboration and teamworking skills and are truly passionate about operation of customer experience. You are also curious on how to do things in new ways. 
Since the area is in an early phase, it is important that you are flexible and enjoy working in a changing environment. You have a natural ability to plan your work and follow up on deliveries.

How to learn more and apply
Does this sound like your next challenge? Please submit your application. 
If you have any questions regarding the position you are welcome to contact Head of Consumer Relations Development, Niclas Medin niclas.medin@volvocars.com, and for questions regarding the recruitment process, please contact Pedram Yousefi at pedram.yousefi@volvocars.com
We want your application at the latest 2021-08-30
Please note, due to GDPR applications via email will not be accepted.