Moving Mobility Forward
Aptiv is making mobility real. We're at the forefront of solving mobility's toughest challenges. We have the people, experience, know-how and confidence to turn ideas into solutions. Solutions that move our world from what's now to what's next, while connecting us like never before. To us, nothing is impossible when you have the people with the passion to make anything possible. Mobility has the power to change the world, and we have the power to change mobility.
Join our Innovative Team
Want to do more than just imagine the ways our world will move tomorrow? Here's your opportunity. Join the technology company that's transforming the future of mobility today.
Aptiv is a global technology company that develops safer, greener and more connected solutions, which enable the future of mobility. Headquartered in Dublin Ireland, Aptiv has 147,000 employees and operates 14 technical centers, as well as manufacturing sites and customer support centers, in 45 countries. Visit aptiv.com
About this Position
This leadership role supports the Mobility & Services group which is focused on delivering an autonomous driving and data acquisition platform to the market. The role oversees all end user support services across 7 Global locations with a team of about 15 onsite support engineers. This role will ensure that support resources are equipped with the right tools, knowledge, and best practices to provide superior customer experience. Key activities include overseeing proactive customer health checks, guiding root cause analysis, and acting as an escalation point for customer concerns and issues.
The role reports into the Mobility and Services CIO and interacts with Business Relationship Managers, On-Site Customer / end user Support, and senior business executives.
Responsibilities and Duties
Provide regular updates to the Mobility and Services CIO on key incidents and customer issues
Define customer care strategy and roadmap in collaboration with each business unit
Delivery superior end use support in resolving incidents and other laptop, email etc issue for all level of resources including executives such as CEO and CFO
Oversee end-to-end delivery of customer care to business units and senior executives
Understand holistic product roadmaps and requirements for on-going support with each business unit
Co-ordinate introduction of the new customer care related services
Connect goals with delivery mechanisms, including strategic decisions associated with support resource locations and partnering strategies
Define and oversee implementation of customer care self-service solutions
Monitor and continuously improve service level agreements for all customer care related services
Responsible for managing and planning the end user services budget, including the preparation of short-term and long-term financial forecasts
Collaborate with Business Relationship Managers to identify customer satisfaction levels (e.g. net promoter score, customer satisfaction score) and ongoing areas for improvement
Work to conduct root-cause analysis for the continuous improvement of services
Provide program management for customer support projects including interaction with third party partners
Motivate and lead a team of customer service representatives across on-site and remote support to deliver white glove service experiences
Coordinate managed help desk service providers to ensure seamless delivery of customer care
15+ years of relevant work experience
Relevant experience in a service oriented organization
Experience managing 10+ resources across multiple global locations
Experience leading a customer care function in a fast paced or startup environment
Experience working with customer care technologies (e.g. ServiceNow)
Proven ability to prioritize and execute tasks in a high-pressure environment
Highly self-motivated and directed with attention to detail
Proven ability to collaborate and build strong relationships with customers
Strong written and oral communication skills
Outstanding time management skills
Experience supporting fast moving business organizations
Experience in both a startup and mature enterprise environment
Demonstrated ability to manage a multi-site and distributed workforce
Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.