Senior Planner, Customer Affairs Group Ops

Location(s): Franklin, TN

Job Schedule: Full-time

Education Requirement: Bachelor's Degree

Sponsorship: No 

Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation

We are currently looking for a Senior Planner, Customer Affairs Group Ops to join our team in Franklin, TN. The Sr. Planner, CA Cust Group Ops, is responsible for leading and managing a specialized Customer Outreach group focused on delivering exceptional customer experiences through high-touch engagement. These agents handle both outbound and inbound calls directly with customers on various projects defined by executive management. The primary responsibility of this role is to elevate agent performance through training programs, mentoring initiatives, and quality assurance efforts. This includes guiding agents in best practices, reinforcing brand-aligned communication, and fostering a culture of continuous learning and development. Examples of these outreach initiatives include the ARIYA Personal Assistants, INFINITI QX80 Client Experience Coordinators, and direct customer outreach efforts aimed at minimizing potential vehicle buybacks. Ultimately, this role contributes to building brand value, enhancing customer loyalty, and driving profitable growth.

A Day in the Life:   

• Design, implement, and evolve employee training programs to ensure effectiveness and alignment with brand standards and customer expectations.

• Provide ongoing training and coaching to a team of 6 dedicated Agents, focusing on engagement quality, accuracy, and tone.

• Conduct weekly quality audits to evaluate agent performance across key metrics including call quality, documentation, and customer resolution.

• Utilize Salesforce reporting tools to track agent performance, customer engagement metrics, and operational KPIs. Analyze data to inform training needs and drive continuous improvement, and report finding to management and key stakeholders.

• As needed, create weekly, monthly, and ad-hoc reporting for executive management

• Lead onboarding and continuous development for both new hires and tenured agents, tailoring content to skill levels and performance needs.

• Maintain and update SOPs, FAQs, and internal resources to support consistent and informed agent responses.

• Collaborate and communicate cross-functionally to develop training materials and to achieve results.

• Actively research and incorporate best practices to enhance team strategy and execution.

• Adapt training programs based on agent feedback, evolving KPIs, and changes in the customer engagement environment.

• Work independently with attention to detail, flexibility, strong organizational skills, and analytical thinking while efficiently meeting deadlines.

• Demonstrate a proactive, results-driven mindset with a commitment to completing tasks accurately and on time

• Perform other related duties as necessary, consistent with the responsibilities outlined above

Who We’re Looking for:

Required:

• Education: Bachelor's Degree

• Years of Experience: Minimum of five years of professional experience, ideally within the automotive industry. Familiarity with NNA Consumer Affairs and call center operations a plus. Strong communication and analytical skills are essential, preferably gained in marketing and sales environment with experience in analyzing data trends and their business implications.

• Job Knowledge and Skills: Experience in NNA Consumer Affairs and Salesforce a plus. Must possess excellent analytical skills, strong written/verbal communications, outstanding presentation skills, and knowledge of inbound/outbound call center technologies. Ability to operate independently to organize and execute projects within the organization and streamline work efforts. Strong self-management and ability to problem-solve in a fast-paced environment needed.

• Ability to perform work onsite at Franklin, TN.

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parent