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Senior Manager, Subscription Offer and Online Operations

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

 

Sr Mgr Subscription Offer and Online Operations

 

Reports to: Head of Care by Volvo (Americas Online Experience)

 

Location: Mahwah, NJ

 

 

Purpose of the job:

 

The Senior Manager of Subscription Offer and Online Operations takes the lead in defining and further developing Volvo Car USA’s subscription offer, Care by Volvo, with a clear focus on Operational execution ensuring we have systems and processes in place for an end-to-end scalable solution. This position is responsible for leading the Online Operations team, with a focus on delivering defined Operational metrics.

 

Principal Responsibilities:

 

Subscription Offer

  • Responsible for defining our subscription offer, and for its continuous development ensuring the Care by Volvo continues to be the leading OEM subscription offer in the US market, including:
    • Management of key insurance partner relationship related to all aspects of the insurance policy for subscribers. 
    • Primary liaison with Volvo Cars Financial Services related to the subscription offer and contracting, including oversight of dedicated credit analyst team.
    • Work with Sales Operations and Finance on the monthly pricing process to set payments and coordinate updates across all systems.
    • Manage vehicle inventory ensuring the right vehicle selection is available for new and returning subscribers at the right time and in the right location.
    • Use customer insights to make recommended subscription offer enhancements to improve the subscription net promoter score and customer satisfaction.
    • Provide input on business requirements to digital product owners/managers with focus on increasing scalability and reduction of manual processes.
  • Provide monthly performance updates to include tracking of subscription KPI’s (e.g. active subscriber base, monthly churn, monthly retention), including coordination with Analytics team.
  • Participate in executive-level steering meetings, present material as requested

 

Online Operations

  • Leads Operations team (analysts/specialists) with day-to-day management, achievement of operational efficiency, documentation and further refinement of our operational processes, including:
    • End-to-end process from when a customer places a subscription order until final delivery at retailer, including vehicle returns and vehicle upgrades.
    • Operational process from when a customer places an online order and seamless transition to retailer.
    • Subscription insurance operational process ensuring all subscribers have the correct insurance coverage/documentation and related escalations
    • Credit operational process ensuring all credit stipulations are cleared prior to delivery scheduling, and handling of expired credit applications.
    • Processes related to manual overrides to sales tax and registration fees, where applicable.
    • Retailer Buy/Sell process to ensure all updates are made in digital tools and systems across the Americas Online Experience team to ensure a seamless and timely transition for new retailers.
    • Liaison with Customer Care team; including leading weekly huddles, updates in Knowledge Center, and proper escalation of issues with Customer Care Operations Manager.
    • Process for monitoring and tracking of designated email in-boxes.
  • Provide a report of weekly Operational Metrics and Service Level Agreements.
  • Identify and report production issues impacting online operations and work with Digital Product owners on feature updates to resolve operational gaps. Implement manual processes when necessary.

 

Qualifications:

  • 10+ years of related automotive retail experience having demonstrated ability to lead change
  • Influential and persuasive with strong business acumen and interpersonal skills
  • Highly motivated with the ability to identify opportunities and drive results
  • Organized, detail-oriented, and strong verbal and written communication skills
  • Ability to work cross-functionally and develop partnerships with other internal teams.

 

 

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.

Mahwah, NJ, US

Job requisition ID:  60974

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