At Polaris our DNA started with co-founders Edgar Hetteen, his younger brother Allan and his close friend David Johnson who had somewhere to be and no way to get there. 65 years later, you still see that drive, ingenuity, and pioneering spirit in everything we do.

Owner Connections Manager-ORV

Location: Plymouth, Minnesota US

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Job Number: 4863

Requisition Number: R4642

Position Title:

External Description: At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to Think Outside.

JOB SUMMARY:

The Owner Connections Manager - ORV is responsible for the development, continuous improvement and delivery of best in class customer experience to Polaris consumers and owners. This role leads both the Level 2 Owners Connections team and the Polaris Product Pros call team, which are high touch customer service teams that represent the voice of the customer, manage escalated customer cases, inquiries and interactions, assists customers with detailed product inquiries and proactively make outbound calls to improve the customer experience. Responsible to work cross functionally to proactively develop all culture, process and performance improvements to achieve resolutions and positive results for the customer.

In addition, this role will lead the transformation of the ORV Owners Connections team to embrace CXM and our customer led growth strategy, working closely with the CXM team and across the organization to identify customer experience gaps, lead the implementation of a 360 feedback loop and execute proactive connections to raise the level of the customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Team Leadership - 40%

  • Provide daily department administration and monitor daily Owner Connections interactions to ensure department and company goals are met
  • Manage staffing levels to balance workflow and ensure team is setup to provide a world class customer experience in the Level 2 team and Product Pros team
  • Coach and mentor staff in multiple locations, including home agents
  • Act as tactical problem solver that provides research and assistance to solve customer experience issues by working cross-functionally across Polaris
  • Provide leadership on escalated customer calls and cases to provide positive resolution
  • Lead onboarding, vision, motivation and development of team members
  • Develop and continuously enhance the training program for the Level 2 team and the Product Pros team
  • Provide quality monitoring feedback to develop team members knowledge, skills, and abilities
  • Assist in product liability problems, warranty lawsuits and other legal issues


Process Improvements, Metrics & Reporting - 30%

  • Develop and communicate Owners Connection metrics dashboard, month end reporting and trend reporting
  • Conduct data analysis and monitor consumer feedback to identify trends and determine root cause of customer experience issues
  • Lead and implement process improvements to increase efficiencies and achieve 1st call resolution of consumer questions within the Level 2 call center and Product Pros call team
  • Conduct quality monitoring of calls, emails and case documentation
  • Partner with Central Service teams to develop process improvements leading to a cross-functional approach towards resolution for customers
  • Develop governance process for prioritization of customer experience improvement investments


CXM / Culture Change - 30%
  • Partner with ORV leadership and CXM manager at mesh points to drive consistent and aligned execution of CXM strategy
  • Champion and serve as center of expertise for CXM Owner Connections initiatives
  • Partner with business leaders and functional teams to establish a CXM 360 feedback loop to reduce friction and clear obstacles for our customers
  • Work cross functionally to identify customer experience process improvement opportunities and implement corrective actions and preventative actions
  • Proactively develop outbound touchpoints to engage customers, increase retention and create a life long relationship with Polaris
  • Other assignments as requested or required


SKILLS & KNOWLEDGE

  • 4-year degree plus 5 years customer service experience desired
  • Demonstrated leadership and coaching skills
  • Strong desire to deliver industry-leading customer service and build strong customer relationships
  • Ability to build and lead a strong team
  • Strong problem solving ability with prioritization and attention to detail
  • Excellent written and verbal communication skills. Ability to articulate thoughts and ideas.
  • Ability to work well under pressure
  • Ability to handle confidential information required
  • Excellent organizational, analytical and communication skills, both written and oral
  • Proficient PC skills - Microsoft Word, PowerPoint, and Excel
  • Proficient in AS400, Oracle, Showcase & CRM
  • Previous experience with Motorsports/Recreational industry preferred


WORKING CONDITIONS

  • Fast paced, dynamic culture in an office environment
  • Based out of Plymouth 1 Facility, Plymouth, MN
  • Travel up to 10%


We are an ambitious, resourceful, and driven workforce, which empowers us to Think Outside. Apply today!

About Polaris

As the global leader in Powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. With annual 2019 sales of $6.8 billion, Polaris' high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; snowmobiles; and deck, cruiser and pontoon boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with parts, garments, and accessories, along with a growing aftermarket portfolio, including Transamerican Auto Parts. Polaris' presence in adjacent markets includes military and commercial off-road vehicles, quadricycles, and electric vehicles. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. www.polaris.com

EEO Statement

Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

City: Plymouth

State: Minnesota

Community / Marketing Title: Owner Connections Manager-ORV

Company Profile:

EEO Employer Verbiage:

Location_formattedLocationLong: Plymouth, Minnesota US

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