Operations Manager Volvo Cars Customer Care Nordic

Operations Manager Volvo Cars Customer Care Nordic

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 leaders, 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!

About the position  

As Operations 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:

• Identify, set and communicate team goals clearly and review regularly against business requirements to track development and provide ongoing encouragement to your teams
• 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
• 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

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

• Excellent communication and presentation skills

• Fluent in written and oral English and Swedish, additional Nordic languages is a plus

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

• 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 Pegah Seif at pegah.seif@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 2022-09-08.
In this process, we work with continuous selection.
Due to GDPR, we do not accept applications via email.

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.

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