Address
Form of workThe Customer Relations Operations Manager's primary role is to manage and develop operations between the Executive BMW Group Customer Relations Team Leaders, Consultants, Administrative staff and the Ohio Call Center, to respond and address customer contacts while ensuring a premium experience with the highest level of customer satisfaction within corporate guidelines. Responsibilities include but not limited to:
• Liaise with the Legal Department to ensure a consistent process for escalated customer issues and ensure compliance and limited exposure.
• Work with internal partners from BMW Group Operations, Automotive Sales, Aftersales, Engineering, Technical Services, Corporate Communications, BMW FS and other departments to influence decisions and to ensure that a consistent message is conveyed to our customers that contributes to BMW maintaining the status as a premium luxury brand.
• Negotiate with the Area Teams and dealers to ensure that customer matters are resolved in a timely and satisfactory manner to deliver a premium experience. Build alliances and establish collaboration efforts with the Area Team and dealers. These alliances lead to customer matters being resolved faster and help Customer Relations & Services connect the customer back with the dealer as their contact to address vehicle concerns.
• Identify common themes in customer needs for Customer Relations that may require more strategic and innovate solutions and work to implement these solutions for the Executive Customer Relations team (Ominchannel customer solutions, speech/text analytics)
• Develop, implement, and maintain internal processes, systems, and performance matrices to ensure the highest level of customer service and satisfaction for BMW Group products and services. Plan and coordinate customer service activities to ensure the proper distribution of assignments. Resolve and handle all customer contacts.
• Research and develop new processes to address customer situations that ensure BMW Customer Relations provides the benchmark in customer experience excellence in the automotive industry.
• Manage and coach the Call Center and Executive Team of Representatives to ensure compliance with processes, achievement of performance objectives, and high-quality customer service.
Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:
Medical, Dental, and Vision insurance.
All with options for $0 Employee contribution.
401(k) with Company match.
Retirement Income Account (RIA).
Employee vehicle program.
Bonus eligibility.
Paid Parental Leave of up to 6 weeks.
Paid Time Off in addition to Company paid holidays where eligible.
Voluntary Benefits to fit your needs.
The pay range for this role is $114,067- $142,318.
The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. This statement is in accordance with state and local pay disclosure requirements.
Even more so than the generous compensation and benefits, the culture and values of BMW North America make it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.
At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.Requirements:
• 5-7 years in Supervisory Customer Service and Operational experience.
• 5-7 years' experience in budget planning,
• 5-7 years of Automotive experience.
• 3-5 years' experience in leading people.
• 3+ years supervisory or managerial experience required.
Preferences:
• OEM experience in the automotive industry preferred.
