Manager of Commercial Programs

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.

Job Summary

The Manager of Commercial Programs primary responsibility is to develop, lead and motivate the team of product support center professionals to deliver excellent software and technical support to dealers with outstanding customer service, satisfaction and timeliness. The Knowledge Center supports all H-D Retail Systems software solutions The Contact Center Manager will assess the needs of dealers and identify possible trends and/or patterns based on call volume, severity and type, and assure that proper processes are created and adhered to so that dealer-related issues are minimized. The Contact Center Manager assures optimal dealer support experiences by continuously improving the Support Center professionals’ knowledge of 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, in order to enhance the quality of support delivered. This position will provide direction to Support Center professionals on how to assess and solve dealer problems in a timely manner.

Job Responsibilities

• Provide strategy and direction for Knowledge Center
• Define and manage team to Call Center metrics
• Represent the support center in all manager/leadership meetings
• 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.
• Manage 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 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

Education Requirements

Education Specifications

N/A

Experience Requirements

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 here.

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