Program Manager, Customer Experience Center Strategy

The Program Manager, CEC Strategy provides support and guidance for all Customer Experience Center (CEC) related programs, with a large focus on Roadside Assistance (RSA). This position will create the execution strategy of the RSA program to include working on Request for Proposal (RFP), contract negotiation, selection of vendor and continued management of the RSA program throughout the duration of the contract. The position will partner with the Sr. Manager on devising strategy for ongoing and future programs including survey potential, future product and technology launch coordination in relation to contact center along with future outbound opportunities.

The Program Manager will act as a primary departmental contributor in future program integration, implementation, and utilization. The position will be responsible for identifying, understanding, and communicating the availability of tools and resources for departmental improvement, evaluating those tools, creation of any approval/RFP/workflow paperwork, processing, and making recommendations to management. From a support perspective, this individual will assist in working with internal contacts, RSA vendor and other program contacts to resolving program and customer related issues. Additionally, the position oversees program management of all department vendor related initiatives and strategy concepts of outbound program and related activities.

Program Management - 35%

• Collaborate effectively with cross-functional teams to ensure the successful evolution and execution of vendor programs.
• Report health of operations in required forums, providing the right level of details, and escalate as necessary.
• Be accountable for business’s Key Performance Indicators. Plan and execute against short-term and long-term Roadside Assistance program milestones.
• Manage and run world class vendor operations; be responsible for large-sized vendor teams and deliver on all Service Level Agreements (SLA)s with seamless vehicle support and customer/stakeholder experience.
• Define and launch new initiatives to sustainably scale our Roadside Assistance operations through vendors.
• Lead continuous improvement initiatives to drive operational efficiency and minimize defects.

Reporting and Process Improvement - 20%

• Work with vendor to execute SLAs and have flexibility to shift process improvements and expectations for Mazda customers.
• Provide monthly/quarterly and year report outs.
• Review survey related feedback and modify potential survey updates or additions.
• Manage and oversee vendor operations with best of class in mind; responsible for large-sized vendor teams and deliveries on all SLAs with seamless vehicle support and customer/stakeholder experience.

Product &Technology Identification - 15%

• Review feedback and provide guidance/action items that would support ongoing and future initiatives.
• Work with other internal departments on product launch and new technology timing and actions for vehicles.
• Create programs that would enhance experience for CEC internally and ownership experience.
• Participate in vehicle launch discussion providing and representing CEC point of view and effects of launch.

Future Project Review - 15%

• Review current state and Mazda related goals to CAIT and ongoing department discussions.
• Review and seek out potential technology vendors to help accomplish and present ideas on timely basis based on department, division and company goals.
• Review survey feedback and work with Sr Manager on support initiatives benefitting CEC and internal departments .

Vendor Training and Marketing Support - 10%

• Work with RSA and vendors on updated marketing support and coordinate and/or provide training materials to the internal contact center and Mazda USA related materials to be updated and aligned with MNAO current brand standards.

Department Support - 5%

• Ensure any other support needed for CEC such as collaboration, feedback and execution are provided.
• Assist with any outlier of department needs and make sure alignment is provided. Support and drive internal audit controls for CE&P; Identify strategic opportunities and promote recommendations that advance MNAO operations with respect to customer satisfaction improvement.

Education (Minimum)

Qualifications and Other Requirements:

Bachelor’s degree in Communications, Marketing, Advertising, Business Administration or related field or equivalent combination of education, training and/or work experience in lieu of degree.

Experience

• Minimum of 5+ years to include the following:
• 1-2 year’s experience in contact center of managing Roadside Assistance
• 3-5 year’s experience within the automotive OEM industry

Proven Track Record In The Following

• Ability to product timely deliverables and manage multiple and shifting priorities in a dynamic environment with sound judgment and clear reasoning.

Knowledge/Skills/Abilities

• Strong analytical skills with a data-driven approach to drive continuous improvement and implementation
• Ability to identify areas of improvement and provide related feedback
• Strong written and oral communication, interpersonal, and presentation skills required
• Well-balanced interpersonal skills; Must be able to establish and maintain effective work relationships with all levels of management, employees, customers, and outside vendors; Must be able to clearly and effectively communicate both orally and in writing, using good grammatical form, in general correspondence.
• Strong customer-centric mindset and ability to empathize with external partners and customers
• Ability to take initiative and utilize sound judgment in decision-making and problem resolution
• Strategic skills, able to solve complex problems and develop creative solutions with high attention to details and execution
• Exceptional organizational and program management skills and traits, including but not limited to planning and resource management, timeline estimation, task management and issue tracking and status reporting.
• Ability to lead cross-functional teams and conduct strategic assessments
• Proficiency with computer applications, including Microsoft Excel, Word, PowerPoint, and Outlook, as well as the ability to learn and effectively utilize other software applications used within the Company.

Travel

Approximately 1-2 times per year

Pay Range

$90,590.00-$131,360.00

Salary to be determined by education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.