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Auto req ID: 23299
Title: Manager of Commercial Programs
Job Function: Customer & Dealer Operations
Location: Remote
Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time
At Harley-Davidson, we are building more than machines. It's our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?
We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.
This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work.Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that's sufficient for completing their job remotely.
The Manager of Contact Center Commercial Programs primary responsibility is to develop, lead and motivate the team of Commercial Programs support center professionals to be a highly performing team. They will be responsible for both internal staff and external partners, leading them to deliver excellent software and technical support to customers with outstanding customer service, satisfaction, timeliness and revenue goals. They are to develop and maintain a knowledge center supporting all H-D Membership & Loyalty (M&L) and Retail Sales, eCommerce, software solutions. The Manager of Contact Center Commercial Programs will assess the needs of customers and identify possible trends and/or patterns based on call volume, severity, and type, and ensure that proper processes are created and adhered to minimize customer related issues with our Commercial Programs. This Manager assures optimal customer support experiences by continuously improving the support center professionals' knowledge of membership and loyalty & retail systems products and services and emerging technology. This position provides direction and support to the support center professionals on issues, such as product support, customer service, communication, and technical skills to enhance the quality of support delivered. This position will provide direction to the internal and external Commercial support center professionals on how to assess and solve eCommerce and M&L customer problems in a timely manner. Additionally, this role will be responsible for establishing and managing the eCommerce and M&L Support Center professionals revenue targets and ensure they achieve them.
* Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, and coach and assist team members to deliver quality support.
* Lead the selection of contact center suppliers and manage their performance to all customer satisfaction, revenue, and cost metrics for current and future markets.
* Align and execute the eCommerce and M&L plan to deliver on the Customer Operations strategy.
* Manage eCommerce and M&L Support Center resources for optimal performance including preparing staffing plans, maintaining high level of employee morale within the team.
* Maintain a thorough understanding of all Retail Systems product changes and developments to ensure eCommerce and M&L Support Center professionals have a high level of understanding.
* Prepare the support team for new product/service release
* Resolve daily issues of a complex scope that impact the team and overall business objective
* Represent the eCommerce and M&L customer support center in all manager/leadership meetings.
N/A
Required
* Typically requires a minimum of 8 years of related experience.
* Requires 8 years of Support Center experience, managing /leading staff members in a department
* Technical orientation sufficient to understand the product offerings
* Excellent interpersonal skills to interact with customers and all Harley-Davidson staff members
* Demonstrated leadership skills
* Exceptional analytical and problem-solving skills.
* Process oriented, but must also be flexible and innovative.
* Strong verbal and written communication skills.
Preferred
* Prior experience with retail, motorcycle, or automotive industries is a plus
Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.
The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.
We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson .
Applicants must be currently authorized to work in the United States.
Direct Reports:Yes
Travel Required:0 - 10%
Pay Range:88,000 - 136,400
Visa Sponsorship:This position is not eligible for visa sponsorship
Relocation:This position is not eligible for relocation assistance
#LI-REMOTE
Harley-Davidson is committed to recruiting and hiring qualified individuals in all job titles without regard to race, color, sex, age, national origin, religion, disability, genetic information, sexual orientation, gender identity, veteran status, or other classes protected by applicable law. Equal Opportunity Employer.