Manager, Customer and Dealer Services (Digital) - Remote

 

Auto req ID: 23387  
Title: Manager, Customer and Dealer Services (Digital) - Remote  
Job Function: Digital  
Location: Remote 
Company: Harley-Davidson Motor Company  
Full or Part-Time: Full Time  
 

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

 

We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.

 

This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.

Job Summary

The Manager of Customer & Dealer Services is a leader in the Digital Office Business Systems Technology organization responsible for development, implementation, and delivery of solutions for Harley-Davidson’s Marketing and Commercial/Sales business units. This position manages multiple Agile/Scrum product teams and is accountable for the quality and speed of delivery.

 

The ideal candidate is a seasoned technology leader with extensive Marketing and Sales solution delivery experience and deep understanding of CRM, digital marketing, and sales processes in the powersports, automotive, or retail industries.

Key Responsibilities

• Provide leadership and oversight to the Customer & Dealer Services product teams to deliver high-quality solutions offering incremental business value
• Customer & Dealer Services team deman, capacity, and dependency management
• Understand the business processes and technology involved in initiatives and ensure solution design and delivery meets business needs
• Accountable for the contributions of external consultants and business subject matter experts across relevant business functions and disciplines
• Accountable for development of roadmaps to support strategic and long-term planning for the technical and functional capabilties for the related product and process areas
• Operational Excellence including tracking delivery and quality KPIs at a product management level
• Establish relationships with key suppliers and manage supplier acquisition and oversight in support of assigned services and initiatives
• Agile coach to help continuous improvement of agile practices and methods
• Build a high performing team and provide ongoing team mentoring and skills development
• Deepen and broaden the technical bench strength within the team
• Regularly meet with business stakeholders to confirm strategic direction and priorities

Skills

• Strong working knowledge of Salesforce Marketing, Sales, and Service Cloud solutions
• Strong digital marketing, sales, and commercial business acumen
• Experience in the areas of email marketing, social media marketing, lead management, membership/loyalty management, and retail point of sale systems
• Able to manage technology teams 
• Ability to influence senior-level management and key stakeholders
• Effective communication skills and the ability to work collaboratively
• Must be results-driven, skilled at building relationships and detailed-oriented
• Self-motivated, result driven and able to work with minimal supervision
• Agile/Scrum project management knowledge

Education and Experience Requirements

• Bachelor’s Degree Required
• BA/BS or equivalent in a business-related discipline, Information Systems or Computer Science preferred. 
• 8+ years of experience implementing technology solutions in a cross-functional and global organization. 
• 5+ years of related management experience
• Must have experience presenting to executives and various levels of stakeholders.
• Experience delivering projects using an Agile methodology.
• Experience working for mid to large enterprises is preferred.
• Previous experience delivering Salesforce solutions is preferred.
• Powersports, Automotive, Retail, or Manufacturing industry knowledge is a plus.
   

Harley-Davidson is an equal opportunity employer that continue