Job Summary

The Manager of Contact Center Commercial Programs primary responsibility is to develop, lead and motivate the team of Commercial Programs support center professionals to be a highly performing team. They will be responsible for both internal staff and external partners, leading them to deliver excellent software and technical support to customers with outstanding customer service, satisfaction, timeliness and revenue goals. They are to develop and maintain a knowledge center supporting all H-D Membership & Loyalty (M&L) and Retail Sales, eCommerce, software solutions. The Manager of Contact Center Commercial Programs will assess the needs of customers and identify possible trends and/or patterns based on call volume, severity, and type, and ensure that proper processes are created and adhered to minimize customer related issues with our Commercial Programs. This Manager assures optimal customer support experiences by continuously improving the support center professionals' knowledge of membership and loyalty & 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 to enhance the quality of support delivered. This position will provide direction to the internal and external Commercial support center professionals on how to assess and solve eCommerce and M&L customer problems in a timely manner. Additionally, this role will be responsible for establishing and managing the eCommerce and M&L Support Center professionals revenue targets and ensure they achieve them.

Job Responsibilities

* 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.
* Lead the selection of contact center suppliers and manage their performance to all customer satisfaction, revenue, and cost metrics for current and future markets.
* Align and execute the eCommerce and M&L plan to deliver on the Customer Operations strategy.
* Manage eCommerce and M&L 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 eCommerce and M&L 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
* Represent the eCommerce and M&L customer support center in all manager/leadership meetings.

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