Description
In global support, we strive to provide our customers an outstanding ownership experience that fosters loyalty and promotes retention. We’re seeking a customer care manager to lead, mentor, and drive our customer service teams to deliver exceptional support. In this role, you will report directly to the global support director overseeing policies, workflows, and initiatives that maximize efficiency and customer satisfaction, while managing third-party relationships, department budgets, and KPIs to ensure seamless service delivery.
YOU’LL HAVE THE OPPORTUNITY TO:
- Manage all aspects of customer service policies, objectives, and initiatives.
- Provide leadership and mentoring to supervisors, fostering a high-performing team environment.
- Oversee the design and implementation of efficient workflows to maximize service quality and customer satisfaction.
- Monitor service metrics, KPIs, and volumes to develop standards, identify improvements, and adjust resource allocation.
- Collect and act on customer feedback to recommend and implement process changes within the organization.
- Collaborate with cross-functional teams to prepare customer service for future product releases.
- Manage third-party service providers, ensuring alignment with service level agreements (SLAs), KPIs, and quality standards.
- Oversee the customer service budget, making strategic recommendations and ensuring cost-effective operations.
- Build and maintain strong relationships with third-party partners, ensuring alignment with BRP’s values and customer-focused goals.
- Resolve escalated issues requiring coordination with internal and external stakeholders.
YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:
- Proven experience in customer service management or a related field.
- Strong leadership, mentoring, and organizational skills.
- Demonstrated success managing third-party providers or vendors and partnerships.
- An analytical mindset with the ability to interpret data, track KPIs, and drive improvements.
- Budget management experience and the ability to align spending with strategic goals.
- Exceptional problem-solving and decision-making abilities.
- Strong communication and collaboration skills to interface with internal and external stakeholders.
- A passion for delivering top-tier customer experiences.
ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.
Let’s start with a strong foundation — You want it, we have it:
- Annual bonus based on the company’s financial results
- Generous paid time away
- Pension plan
- Collective saving opportunities
- Industry leading healthcare fully paid by BRP
What about some feel good perks:
- Flexible work schedule
- A summer schedule that varies by department and location
- Holiday season shutdown
- Educational resources
- Discount on BRP products
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 20,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.
#LI-Hybrid
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