Operation Manager Volvo Cars Customer Care Nordic

Operation Manager Volvo Cars Customer Care Nordic

Your leadership will make a difference.

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.

What’s in it for you?

Volvo Cars is pushing the boundaries within electrification, design, safety and sustainability. To engage directly with consumers, the organization Customer Care is the facilitating connection and offering a premium, proactive and branded customer support. We provide service to change the way we offer cars, while building and maintaining consumer relationships.

As the link between Volvo Car Group brands, the consumer and the dealer/workshop, Customer Care is the consumer relations service and fleet management provider for the brands within Volvo Car Group.

Customer Care is a young organization with diverse and skilled employees, evolving in an exciting and changing business landscape. This is an opportunity to break grounds and try new ways to reinvent the automotive industry and enable direct consumer business. In this leadership role you will have the opportunity to play a key role for the company´s performance in this area.

What You will do

As Operation Manager at Customer Care with focus on the Nordic speaking market you will have the responsibility in ensuring the customer experience in alignment with central product owners and management. You do this by coaching your teams providing the best customer support, monitoring interactions and developing a deep understanding of what our customers want so that the team leaders you manage can guide their teams to support current and future consumers across the shopping and ownership journey.

For us to become a world-class Customer Care Center we need your skills and input to develop our support services and lead us on our digitalization journey.

In your role you also:

• Work with business plan, drive KPI´s, workflows, workloads and adapt processes to ensure efficiency and positive results in the operation and a seamless customer experience
• Set and communicate team goals clearly and review regularly against business requirements to track development and provide ongoing encouragement to your teams
• Optimize Customer Care for brand and specific language in alignment with central process owners
• Drive development, implementation, and follow-up of processes linked to consumers in alignment with central product/ process owners/ management

Do you fit the profile?

We are looking for a communicative and empathetic leader with experience and great interest in customers and service goals. You enjoy working in a fast-paced global environment, interacting with people and understand that collaboration will be key to get things done and have a real impact. We also see that you have:

• Several years of extensive professional experience in Customer Relations, preferably from a service-center or call-center

• Profound experience in managing team-leaders and teams within Customer Service with a positive and coaching attitude, gladly from multicultural environment

• Fluent in written and oral English and Swedish, additional Nordic languages preferred

• Detailed knowledge about budget managing and controlling, KPI reporting and analytics

• Excellent communication and presentation skills

• Very good MS Office knowledge and insights in CRM-systems

• Higher degree in Business or Engineering or comparable qualification

• Experience from digital development, project management and business development

How To Learn More And Apply

If you have any questions regarding the position you are welcome to contact Head of Customer Care Nordic HUB Ulrika Blomberg at Ulrika.blomberg@volvocars.com and for questions regarding the recruitment process, please contact Camilla Helgesson at camilla.helgesson@volvocars.com

We want your application in English at the latest 2021-08-15.
In this process, we work with continuous selection.
Please note that applications via email will not be accepted.

Location
Gothenburg

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable, and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world.

Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.