Porsche Cars North America posted a job you might be interested in

Porsche Cars North America

Connected Car Customer Support Manager
Greater Atlanta Area, US - Automotive

Position Objective:

The Connected Car Customer Support Manager is the key stakeholder and leader with the responsibility to ensure the creation and implementation of a premium customer experience for Porsche Cars North America (PCNA) customers concerning all aspects of our Connected Car products and services. Key areas of influence will include Customer Experience journey mapping, creation and implementation of an on-line customer portal (transactional website), and creation and implementation of a Customer Contact Center (customer service center) providing sales and service support for Porsche Connected Car customers in the United States.

Responsibilities:

• Work closely with Porsche AG (Germany) to ensure alignment on all agreed activities
• Tailor and adapt the connected car customer experience roadmap to the US market
• Ensure timely implementation of connected car owner’s portal and user ID CRM integration
• Implement processes to ensure connected car customer data quality
• Work with Manager, Customer Care; Manager, Connected Car to create a US market specific Connected Car Contact Center
• Collaborate with the connected car marketing group to develop and implement customer product technical support and help topics
• Work with Porsche AG as well as Manager, Customer Care to develop and establish training and continued education of contact center agents on product & services
• Manage Connected Car Contact Center including QA measures, service level compliance, and workforce management
• Generate call center reports and document all implemented measures and processes
• Assist with ad-hoc projects and Porsche AG requests
• Support Manager, Customer Care and Manager, CRM and other executives as needed
• Support Aftersales and Porsche Academy teams building dealership training material
• Support in-vehicle connected car functionality verification as needed
• Contribute to other strategic and tactical projects, as requested by Manager, Customer Care.

No salary provided

Posted May 26, 2015 at 05:26PM from LinkedIn http://ift.tt/1AyViP2
via IFTTT