Regional Fixed Operations Manager Customer Experience - Chicago, Illinois, USA, Detroit, MI, USA -

Company: Polestar
Location: Chicago
Posted on: June 2, 2025

Job Description:

At Polestar we don't just drive innovation in our cars - our entire business model is different from our competitors. We're looking for an experienced, innovative, and hands-on professional to work directly with Polestar Service Points and be the main conduit for Quality & Fixed Operations.Let us describe the challenge we offerAs the Regional Fixed Operations Manager, you will support our retailer network within your assigned region, fostering Polestar's premium brand experience through long term dealer profitability, customer satisfaction, loyalty and driving new opportunities for parts and service. You will work on strategic initiatives such as developing new ways to improve customer satisfaction at the Service Points, working directly on customer escalations (with the support of our Customer Experience Center), enforcing goals related to warranty, service satisfaction, and parts sales.This role will require frequent travel (15-30%) throughout the region.What you'll do

• Drive a premium customer service at the retailer level, acting as the primary quality & fixed operations ambassador in your region.
• Oversee escalations to and from the Customer Experience Center as well as the Technical Operations and Fixed Operations departments by identifying and working with parts, service, and quality delays with intention to reduce customer cases.
• Review technical training gaps at Service Points and coordinate with the Technical Operations team to rectify.
• Align with Polestar HQ on service needs, including but not limited to technician/bay capacity and service loaner capacity.
• Enforce the execution of policies and programs at our service points identifying and rectifying outliers.
• Ensure market needs are reflected in policies and programs by funneling market feedback to stakeholders at Polestar HQ.
• Identify areas of improvement at Service Points and develop action plans alongside the service point teams.
• Oversee warranty spending and seek areas for process improvement including changing behaviors and/or providing training/development in areas related to warranty administration.
• Take lead decision making on goodwill for customer satisfaction.
• Leverage metrics to assess performance and customer satisfaction of Polestar Service Points.
• Seek opportunities for parts sales growth at all Service Points, based on market goals.Who you are
  • 5 - 7 years of experience in a similar role handling dealership performance.
  • Bachelor's degree required.
  • Firm understanding of the automotive industry and franchised retailer operations.
  • Strong relationship builder and can develop win-win situations for both Polestar and its retail partners.
  • You can handle competing tasks and manage your schedule effectively to best support your assigned retailers.
  • Excellent communication skills both written and verbal and can comfortably communicate with dealer principals and C-Suite executives alike.
  • Analytically driven and can derive insights and trends to make informed business decisions that support various initiatives.
  • You understand the key customer satisfaction and sales drivers in a premium retail industry.
  • You thrive in a fast paced, ever changing work environment.People at PolestarWe know that a change is needed. We also know that each one of us can help bring about that change. Our commitment to becoming climate-neutral by 2040 is just as important to us as being inclusive, diverse, and innovative. Together, we are creating, collaborating and experimenting to usher in a new era of sustainable mobility.We are an electric performance brand, determined to improve the society we live in.Is this you? If you are interested in joining the Polestar family, don't wait to submit your application. We apply a continuous selection process and the job post will be open until the position is filled.Are you ready for the journey? Which is electric by the way...
    #J-18808-Ljbffr

Keywords: Polestar, Skokie , Regional Fixed Operations Manager Customer Experience - Chicago, Illinois, USA, Detroit, MI, USA -, Executive , Chicago, Illinois