DESCRIPTION

We are seeking an experienced Issue Assistance Program Manager to lead our dealer support issue assistance program and initiatives. This role will be instrumental in enhancing dealer satisfaction, optimizing support processes, and driving cross-functional collaboration to deliver exceptional dealer experiences. This position will play a crucial role resolving high impact and complex issues to improve dealer experience.

Key job responsibilities
Dealer Support Strategy & Operations
- Lead strategic initiatives to improve dealer satisfaction and issue resolution rates
- Manage intake, triage and resolution of complex issues for dealers and develop dealer-centric solutions
- Create standardized processes for dealer issue prevention and resolution
- Drive continuous improvement in dealer support metrics
Cross-functional Leadership
- Partner closely with Account Management, Customer Success and Business Development team.
- Lead joint initiatives across teams to improve dealer experience
- Establish clear workflows and handoffs between departments
- Drive cross-functional process improvements
Program Management & Analytics
- Own dealer support issue resolution program KPIs and success metrics
- Develop data-driven insights to identify systemic dealer issues
- Create improvements for issue prevention
- Drive knowledge sharing and best practices
Stakeholder Management
- Partner with senior managers across organization for process improvements
- Work with Amazon autos program, product and tech team to develop/implement short term and long term solutions