Subject matter experts Salesforce and Five9 Operation platform, Volvo Cars

Want to join our exciting journey?
Volvo Cars is on a mission to provide freedom to move in a personal, sustainable and safe way. In a rapidly changing automotive industry, we are pushing boundaries and re-inventing traditional models of car-ownership – creating attractive mobility solutions for tomorrow.

Who we are
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!

What you will do?
We are now looking for two innovativesubject matter experts (SME) to guide the development of technical solutions within Global Customer Care for the CRM system Salesforce and for our CTI system Five9. Your duties will include evaluating operational needs and recommending suitable technical solutions. You may also be required to oversee the development, testing, and implementation of software solutions.To ensure success, a subject matter expert should possess an exceptional track record in evaluating operational needs and pioneering the development of technical solutions. Outstanding subject matter experts improve operational efficiency by applying their expert knowledge to resolve complex challenges.
* Applying subject expertise in evaluating Customer Care operations and processes
* Identifying areas where technical solutions would improve operational performance
* Consulting across Customer Care markets, providing guidance, and contributing specialized knowledge
* Recommending technical solutions and determining software development requirements
* Providing subject expertise and guidance to digital teams during the development life cycle
* Overseeing the development, testing, and implementation of technical solutions
* Determining whether technical solutions meet defined requirements
* Ensuring accurate representation of expertise prior to the distribution of technical solutions to end-users
* Documenting processes and disseminating information to all relevant stakeholders

You will be part of our “Team Global Processes”, a newly established team. The purpose of this team is to provide our stakeholders with efficient processes that are scalable, to support an effortless​ consumer journey. We operate in four clusters where three cover the phases of the customer journey and the fourth cluster Operational platform has the task of cross-functionally guide the development of technical solutions for CRM and CTI systems. You will work in close collaboration with the partners for services requirements, with Digital for tech development and close to our own Customer Care Centres (Operations). As our portfolio expands and matures and global structures are set up, the requirements for a systematic approach regarding continuous improvements, quality assurance and compliance is growing.

You and your skills:
To be successful 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 service mindset and 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 independently and/or together with others.
* Proven experience as a leading Subject Matter Expert and 5-8 years of experience working in the relevant area of expertise
* Advanced knowledge of business operations and project management
* Competency in CRM and CTI systems, like Salesforce and Five9
* Advanced ability to recommend and implement technical solutions for cross-functional projects
* Knowledge of systems and software engineering to optimally integrate subject expertise in software solution designs
* Exceptional leadership and mentorship abilities to introduce and implement technical solutions
* Excellent written and verbal communication skills in English

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 Monica Willeborg at: monica.willeborg@volvocars.com
Due to summer holidays, our response time can be longer and we will schedule interviews earliest from end of August. Application at the latest August 21st, please note that applications via email will not be accepted due to GDPR.