Aftersales Project Coordinator

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Job Duties:

• Scope and oversee the development of lifecycles and development of major and minor company-wide Aftersales projects, enhancements, process and operations for all Holman Retail Platforms, related to service, parts, and collision.
• Collaborate with departments across the Holman organization for project implementation, including, but not limited to:  Procurement, Risk, Legal, Compliance, Accounting, Variable Operations, HR, BDC, Communications, Training, and Executives.
• Research each project assignment with all stakeholders to ensure all internal and external end- users needs are met.  Put together the business requirement documentation needed to provide an overview of the main deliverables of the project; schedule and conduct regular meetings with functional teams to move projects forward.
• Calculate ROI for projects to ensure correct paths are being explored.
• Work with Central Aftersales Leadership to identify new strategic areas of opportunity, including building out SWOT analysis reports.
• Identify potential roadblocks or concerns with project implementation and assist in formulating mitigation strategies.
• Solution design: Collaborate with team to design and plan solutions for business goals, including creation of processes, interviewing stakeholders, researching data, and advising leadership.
  • Approach: Take a data-driven, empirical approach to identifying solutions and vendors
  • Evaluation: Help identify needs from potential and/or existing users and help drive the formulation of hypotheses and solutions.
  • Communication: Communicating with all stakeholders on a regular basis regarding the state of the project, the needs, responsibilities, pertinent updates, etc.
• Customer Experience: Advance the CX Vision by aligning with Holman’s CX Team to look for ways to improve customer experience through the effective use of CX principles, research, and documentation such as CX technology improvement plans, customer journey mapping, CX measurements and ROI models.
• Works with other Holman teams to help to document requirements and user flows needed by business stakeholders as well as the development teams to fully understand and outline the project. Works directly with operations, the business and other stakeholders to create and adhere to project timelines. Attend all regular meetings during the design, development, and execution phases of projects to provide direction and input to the teams as the weekly tasks are reviewed.
• Project status communication: Works with teams during regularly scheduled sessions to assess project health and make course correction recommendations while keeping stakeholders and leadership updated on changes to scope and project timelines.
• Organizational Collaboration: Collaborate and communicate effectively with all  Business team members.
• Platform Support: Tackle complex technical problems and work to help users feel more confident implementing change. Responsively and effectively handle issues. Assist in educating retail employees and set the project deployments up for success.
• Platform Feedback: Creates and implements feedback tracking procedures.  Coordinates with all levels of Central Fixed Operations Team to ensure decisions are timely and relevant and input is gained at the necessary levels.
• Change Management: Help team prepare for change management Awareness, Desire, Knowledge, Ability and Re-enforcement campaigns
• Accountability:  drive results necessary for project success from coworkers across the company, as well as vendors.  Coordinate activities inside and outside the company to ensure deadlines are met and project goals are reached effectively. 
• Other Activities:
  • Document conversations on shared resource site
  • Report on any issues and provide support in determining the solution.
  • This may include small project lists when many items are documented during the meeting.