Process Owner Direct Channels - Customer Care

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.
Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

About us 
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars. 
To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in! 
What you will do?
You will be a part of the Global Processes team, which has the purpose to provide our stakeholders with efficient processes that are scalable and to support an effortless consumer journey.
We operate in four clusters where three cover the phases of the customer journey and the fourth cluster has the task of cross-functionally guide the development of technical solutions for CRM and CTI systems.
You will work in close collaboration with the partners for service requirements, with Digital for tech development and close to our own operation within Customer Care Centres. 
As our portfolio expands and matures and global structures are set up, the requirements for a systematic approach regarding continuous improvements, quality assurance and compliance is growing. 
We are now looking for an innovative process owner who will be accountable and drive the global contact channel strategy for Volvo Cars Customer Care. In the role, you will represent Customer Care when you participate in cross-functional collaborations with central functions such as UX, CX, legal, marketing. 
It is your responsibility to scale, globalize and streamline technical solutions. You will be required to oversee the development, testing, and implementation of software solutions. 
You will also
•    Build and maintain strong relationships with markets, product teams and operations.
•    Close collaboration with Product managers, BAs and developers within the Customer Contact Channel Management area.
•    Contribute to the development of new functionalities.
•    Coordinate testing and pilots to validate processes and technical solutions.
•    Launch new channels and solutions on markets.
•    Track KPIs and metrics to enable data-driven decision making and product/solution testing.
You and your skills

You have a flexible and service mindset and good understanding of the balance between speed and accuracy in detail. Happy to jump on big and small tasks with a good portion of willingness to solve them independently and/or together with others. Experience from Salesforce and/or Five9 or similar is meritorious but not a requirement.

•    Some years of working experience in the relevant area of expertise.
•    Strong communication skills - comfortable in presenting and motivating strategic plans and decisions to stakeholders, including management
•    Ability to negotiate with stakeholders to find a balance between user needs and business requirements
•    Past experience working in, or in close collaboration with, software development teams - Business Analyst experience or similar
•    Comfortable in taking necessary decisions and feel accountability for them
•    Self-driven / Proactive – start and coordinate initiatives to reach expected business results
•    Comfortable in navigating the unknown

How to learn more and apply?
If you have any questions regarding the position you are welcome to contact Head of Processes Robert Carli at : [email protected] and for questions regarding the recruitment process, please contact recruiter Pedram Yousefi at [email protected]
We welcome your application at the latest 19/02-2023.
Please note that applications via email will not be accepted due to GDPR.