Customer Advocacy Department Manager - Operations

SUMMARY

The Operations Department Manager provides direction, leadership, and development to the Customer Advocacy teams.

They define the strategic mission, business requirements, and execution strategy for the assigned business area within the Customer Advocacy Department (CAD).

The successful candidate will communicate trends and team performance to key stakeholders.

As a member of the leadership team, they will foster a culture of transparency, disciplined problem-solving, high-performance work teams, and continuous improvement.

The Operations Department Manager is responsible for leading the CAD Workforce, Reporting, Vendor Management, and System Support functions.

They will play an integral part in managing the operation functions with our vendor partners, while creating strategies to best support the CAD operations, and reports the state of the business to key stakeholders.

MAJOR RESPONSIBILITIES


* Establishes goals and performance metrics for business areas, including key performance indicators (KPIs), to improve the level of service via assessment of department performance to include managing the development, use, and update of tools and systems.


* Manages relationships and communications with key internal and external stakeholders to ensure consistent business practices and superior customer experience
+ Internal stakeholders include Information Technology (IT) Department for system implementation, development, or upgrade projects, Human Resources (HR) for personnel matters such as staffing needs, onboarding, and performance management, Legal for compliance matters and possible product liability cases, Field to address retailers' Region/Zone/District needs, Service to address vehicle/part quality assurance (QA) matters,
+ External stakeholders include vendor partners.

Defines and evaluates deliverables and contract negotiation.

Seeks new relationships as dictated by operational needs.


* Oversees the talent management of the teams within business areas, which includes personnel selection, performance, and career development.

Completes performance reviews for direct reports and provides feedback and insight for performance of indirect reports.

Ensures that direct reports are adequately trained and have sufficient resources to meet objectives and goals.

Reviews and maintains accountability for overall team performance to ensure that business areas are compliant and aligned with established strategies that promote customer loyalty and retention.


* Provides direction to Customer Advocacy Managers, retailers, and field staff regarding customer-related policies and procedures.

Serves as the subject matter expert (SME) and point of contact for operations and escalations within business areas, including escalated issues from both internal and external stakeholders.

Addresses matters that are particularly time-sensitive, crucial, and complex.


* Makes recommendations for process improvement when op...