Connected Services Process Lead

Connected Services Process Lead for the Contact Center delivery channel is a critical role that defines, develops, documents, and implements key processes and procedures for Retail, Fleet, as well as Emergency lines of business. All of these processes and/or procedures will be focused on delivering the best possible customer experience, some may be legislation or regulation driven and may involve addressing complex topics such as domestic abuse, Customer Data Privacy, and disclosures for Service Activations and Purchases according to the connected services terms and conditions. This is a highly collaborative role that will require working very closely with internal as well as external cross functional teams including Customer Care, Operations, Sales, Business, Marketing, Product, Development, and Legal. In addition, the role will also have the responsibility to lead discussions with global operations and customer care teams to ensure alignment (where possible) on processes, contact reasons, synergies as well as continuous improvement initiatives through shared best practices.

Responsibilities:

• Develop the Contact Center processes and Procedures (P&Ps) that deliver the desired feature experience through the contact center service delivery channel for the retail, fleet, and emergency connected services.
• Lead Global synergy workstreams to ensure consistent Connected Customer Experience delivery across multiple regions.
• Drive continuous improvement opportunities working collaboratively with Contact Center teams (Operations/Training/Knowledge/Supplier) to improve Customer Satisfaction results.
• Optimize Contact Center Agent tools for better CX delivery through integration and enhancement opportunities working closely with customer care and ICT teams.
• Create and update contact center agent knowledge articles as needed to support Connected Vehicle customers.
• Review and provide feedback to Contact Center agent training materials to ensure effective Connected Customer Experience delivery.
• Facilitate several types of call listening sessions to assess call quality and identify areas of improvement for Contact Center Agents.
• Ensure Contact Center is fully prepared to deliver the desired Customer Experience as new features and vehicles are launched.
• Work with feature owners and other customer channel owners (e.g., mobile app, web portal) to ensure feature delivery provides a consistent cross-channel experience.
• Translate feature requirements into agent as well as contact center P&Ps and application/telephony requirements required to successfully deliver features through agents.
• Consult with legal and privacy office to review Contact Center security and privacy protection laws, protocols and policies and collaborate with feature owners on user experience requirements.
• Document core differences in P&P's for each market within the region in light of direction from legal and privacy office

Basic Qualifications:

• Bachelor's degree in Business, Communications, Marketing or other relevant field
• Minimum 8 years of overall experience with a minimum of two years in Contact Center or Customer Care role
• Demonstrated ability to understand technical information and communicate it concisely and clearly in the form of easily understandable text, scripts and illustrations
• Outstanding writing, editing, critical reasoning, interpersonal and communication skills
• Exceptional organizational skills with ability to multi-task and successfully meet established goals and deadlines in a fast paced environment
• Proficient in MS-Office Suite, Google Suite, Adobe, Vizio and other tools to create illustrations and edit pictures.

Preferred Qualification:

• Master's Degree in Business, Communications, Marketing or other relevant field
• Experience working at an automotive OEM Telematics Contact Center as Process Architect
• Working knowledge of Telematics and Connectivity related technologies and features including Bluetooth, Apple CarPlay/Android Auto, In-Vehicle Wi-Fi, Amazon Alexa, Google Home, Mobile App and Remote Services and other emerging connected services features.