It's not about technology. It's about life.

At Volvo Cars, we’re on a mission to make people’s lives less complicated. We never start with technology and try to squeeze people in around it – we always design our cars around people, and we innovate to provide safe, sustainable and convenient mobility. Want to join us?

Service Delivery Manager Volvo Cars Customer Care

Mahwah, NJ

Who we are
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 Center 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!

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey!

What we offer
The basics for Customer Care is in place and the current challenge is to scale up and refine the business. Many initiatives, large and small, are ongoing in that transformation journey that aim to achieve a world-class performance and robust global set up.

You will as the Service Delivery Manager, make sure that we deliver World Class Customer Care to our stakeholders globally. As SDM, you play a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands

What you will do

This role will manage the relationship with our American Customer Care Centre and the insourced countries that belongs to them. Some travel to insourced countries and Sweden can be required. You will report to our team based in Gothenburg.

Key Responsibilities:

• Partner with stakeholders at all levels to establish strategic plans, operational objectives, and policies and procedures.
• Providing analytical framework and operational metrics to drive informed business decisions - incorporates trends early to capitalize on opportunities and minimize risk.
• Chair monthly reviews with all “your” countries to support their development
• Take an active part in harmonizing our service portfolio and analyzing the local needs to find scalability between countries.
• Set high performance expectations and inspire others to define new opportunities and continuously improve the organization.

What you´ll bring

You are passionate about forming and driving successful collaboration between Central and Operations and can successfully interact with stakeholders on all levels. Through the role, you focus on quality delivery and execution to ensure a seamless collaboration and satisfaction. Having fun at work is something we value a lot.

We see that you have a leader personality with high energy and the ability to grow relationships throughout the organization making sure that we deliver “one Shared Service”.
You will be successful in this role by having a good understanding about customer care operations, what drives an outstanding customer experience and how to deliver an efficient service. Also having excellent interpersonal communication, organization and presentation skills and the ability to build strong professional relationships with internal colleagues and senior stakeholders both internal and external. Together with a strong business acumen you are well set for the role.

• 5+ years of operational experience from Customer Service business and/or start-up/expansion of Customer Service Centers/Call Centers
• 5+ years of experience driving and implementing strategy and services
• Able to align operational excellence with functional service delivery and stakeholder engagement
• Relevant University Degree or equivalent work experience
• Fluency in English (verbal and written)
• Additional languages is a plus
• Global experience working with different cultures is also a plus

Want to know more? We hope so

If you have questions about the position, please contact Head of Service Delivery & Implementation, Anna Wallin at anna.wallin@volvocars.com

For questions regarding the recruitment process, please contact Recruiter michael.errichiello@volvocars.com

We want your application in the system at the latest 2023-04-15

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.