Associate Director- Customer Experience/Support/ Success

Your Mission: The Impact Youll Make

As the Associate Director for ERS Customer Experience, you will lead a 24/7 mission-critical operation. Your goal is to minimize vehicle downtime through superior logistics coordination and technical empathy. You will transition this team from a traditional "call center" mindset to a High-Performance Tech Center Squad that leverages the Reach portal to drive efficiency.

Core Responsibilities:

• Operational Excellence (24/7): Lead and scale the ERS Phone, Webform, and RPO Support teams to deliver fast, reliable mechanical support to global fleets.
• Platform Mastery: Drive the adoption and optimization of the Reach Product Operations (RPO), acting as a bridge between fleets and non-participating dealers to expand our digital network.
• SLA Governance: Ensure strict adherence to response times, ETAs, and fleet-specific protocols. You are responsible for the "Reduced Downtime" metric.
• Stakeholder Liaison: Work closely with the Tech Center leadership to provide feedback on the Reach portals UI/UX based on real-world driver and dealer interactions.
• People Leadership: Manage shift structures, performance benchmarks, and a culture of "Safe Recovery" and "Accuracy First."

Key Lines of Business Under Your Command

• ERS Phone Support: High-velocity inbound management; capturing service details and assigning the nearest dealer.
• ERS Webform Support: Digital event validation and service provider tracking via the Reach portal.
• RPO Support (Reach Product Operations): The strategic arm managing dealer onboarding and non-participating dealer logistics.

The Profile: Who You Are

• The Tech-Savvy Leader: You have 12-15 years of experience in high-stakes operations (Logistics, ERS, or Global Support Centers), with at least 5 years in a leadership role within a GCC/Tech Center environment.
• The Problem Solver: You don't just report downtime; you analyze the "Why" and suggest tech-driven fixes to the Reach platform.
• 24/7 Ready: You understand the critical nature of roadside assistance and are comfortable managing rotating shifts and high-pressure situations.
• Communication Pro: Ability to coordinate between US/Global fleets and local technical teams with clarity and empathy.