Business Coordination Project Manager, Customer Service

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

 

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.

 

What We Are Looking For:

 

Volvo Car USA Customer Service is looking for an enthusiastic, self-starter with a passion for delivery and a desire to contribute the department’s overall success. This position effectively serves as the “chief of staff” for the department being the central point in all departmental planning and coordination.  The Customer Service Business Coordination Manager will take the lead in coordinating our business planning process, driving delivery plans, and managing departmental budgets.   The position serves as the department’s communications lead, overseeing the quality and execution of all department communications, both internally and externally.  In this expansive role you will play a key role in elevating the perception of Customer Service within Volvo Car USA and externally by creating a strong future vision, high quality communications and strong execution plans.

 

The Customer Service Business Coordination Manager will report directly to the Vice President of Customer Service and work closely with departmental leadership team.  The Customer Service Department includes Parts Operations, Service Operations and Parts Supply & Logistics.   This highly visible position will work cross functionally within Customer Service and across other functions within Volvo Car USA, and will provide broad exposure to our Parts, Service, Battery Center, Logistics, and Call Center operations.  The optimal person is proactive, energetic, and driven. They can take decisions, drive conversations, and act as an initiator to ensure that key events, dates, deliverables, and more are not missed.

 

 

What You’ll Do:

 

• Work closely with department leadership to evolve and execute on our Customer Service business strategy, ensuring it is aligned with global strategy yet meeting local needs. 
• Proactively work with department managers on structuring and reporting department level KPI’s and business deliveries.
• Manage all departmental financial budgets, including budget setting, purchase order requisitions, accruals, reconciliation, and invoicing.
• Be the operational business lead with key suppliers including Pierce Communications and Ducker Carlisle.
• Lead the annual departmental business plan process and support the development of our operational business plan and associated departmental KPI’s.
• Provide departmental support for Customer Service Power BI reporting as well as work with key stakeholders to develop new business reporting. 
• Serve as the central point of contact for all departmental communication needs. Work closely with Corporate Communications to integrate Customer Service messaging in internal communications.
• Manage all departmental retailer facing communications to ensure high quality and consistency.
• Lead the planning and coordination of main cross functional departmental meetings including fixed operations Retailer Reference groups, department town halls, regional alignment meetings and the annual Customer Service retailer conference.

 

What You Will Bring to Volvo:

 

• Bachelor’s degree in related field required; Master’s degree in related field preferred
• Prior automotive OEM and fixed operations experience preferred.
• Excellent interpersonal, verbal, written, presentation and communication skills.
• Solid understanding of basic financial and accounting principals
• Advanced