A key component to the US Roadside Service Assistance program is to maintain a flexible structure to allow quick reaction with the design to deliver best in-class service to BMW Group customers in the US. Innovation with the latest software and reporting tools, alignment with global strategies and process management is a requirement to provide speed, transparency, and trust. The Roadside Services Manager's responsibilities include but not limited to:

• Manage Roadside Service Assistance Call Center vendor contracted performance, quality, and training.

• Provide clear leadership and direction to workflows, scripting for call quality and consistency, handling of BMW Group customers and efficiency of help on the phone as a core strategy.

• Steering based on transparent KPIs with visibility in reporting for all stakeholders.

• Provide and review BMW Group product and demographic training for Roadside Service Assistance Call Center to maintain program service levels and product knowledge.

• Produce and maintain customer facing communication for Roadside Assistance program and benefits including printed collateral media, owner's handbooks, and web site content.

• Confirm the use of BMW technology via all telematics and communication methods for access to roadside assistance services is successfully implemented and utilized in the Roadside Service Assistance call center.

• Manage customer satisfaction process including program implementation survey process and dissemination of reports from VoC, directing Roadside Service Assistance related complaints from various channels to the appropriate vendor customer relations group for complaint resolution and management of damage claims due to Roadside Service Assistance activity to ensure fair and expedient case resolution.

• Confirm service operations company software is continuously adapted to provide performance and activity reporting with interfaces that provide operational data exchange to BMW AG, BMW North America, and its dealers.

Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:
Medical, Dental, and Vision insurance.
All with options for $0 Employee contribution.
401(k) with Company match.
Retirement Income Account (RIA).
Employee vehicle program.
Bonus eligibility.
Paid Parental Leave of up to 6 weeks.
Paid Time Off in addition to Company paid holidays where eligible.
Voluntary Benefits to fit your needs.

The pay range for this role is $114,067- $142,318.

The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. This statement is in accordance with state and local pay disclosure requirements.

Even more so than the generous compensation and benefits, the culture and values of BMW North America make it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.Requirements:

• 7-10 years of automotive experience.

• 5-7 years' experience in budget planning and staffing.

• 3-5 years' experience in leading people.

• 3+ years' supervisory or managerial experience required.

Preferences:

• OEM experience in the automotive industry preferred.