Program Manager, Service Operations

You will collaborate with cross-functional teams, analyze data, and identify opportunities for process enhancements to ensure the delivery of top-notch service to our customers while achieving financial objectives. This location is onsite.

• Evaluate and streamline existing service processes to enhance efficiency and reduce operational costs
• Work closely with service field teams and cross-functional (engineering, sales, finance, supply chain) teams to align strategies and goals
• Develop and launch new products, processes, tools, and resources that drive customer experience and improve brand loyalty.
• Implement feedback mechanisms to gather insights from customers and service field team members to incorporate improvements into service processes
• Analyze market trends, customer behaviors, and industry best practices to identify new opportunities and define objectives and key performance indicators for service program
• Structure pilots, track and measure results, iterate then launch solutions to drive toward customer happiness and operational efficiency
• Conduct financial analysis to identify areas for cost reduction and revenue enhancement and provide regular reports and insights to senior management. As well as pivot as needed to address critical needs and meet deadlines with quality work
• Experience managing cross-functional projects in a global customer facing organization (ideally in automotive or hospitality)
• Impeccable organizational skills and acute attention to detail. As well as, proven ability to handle multiple projects with competing priorities
• Excellent verbal and written communication skills, capable of delivering professional presentations to senior-level managers, executive leadership and communicating with customers directly
• Demonstrated ability to quickly grasp new concepts and proactively seek clarification when needed
• Comfortable working in a complex, fluid, fast-paced, and demanding work environment
• Strong ability to build and maintain positive working relationships with internal business functions globally, as well as external vendors.
• Ability to travel up to 25% of the time