As the Associate Director for ERS Customer Experience, you will lead a 24/7 mission-critical operation. Your goal is to minimize vehicle downtime through superior logistics coordination and technical empathy. You will transition this team from a traditional "call center" mindset to a High-Performance Tech Center Squad that leverages the Reach portal to drive efficiency.
Core Responsibilities:
- Operational Excellence (24/7): Lead and scale the ERS Phone, Webform, and RPO Support teams to deliver rapid, reliable mechanical support to global fleets.
- Platform Mastery: Drive the adoption and optimization of the Reach Product Operations (RPO), acting as a bridge between fleets and non-participating dealers to expand our digital network.
- SLA Governance: Ensure strict adherence to response times, ETAs, and fleet-specific protocols. You are responsible for the "Reduced Downtime" metric.
- Stakeholder Liaison: Work closely with the Tech Center leadership to provide feedback on the Reach portals UI/UX based on real-world driver and dealer interactions.
- People Leadership: Manage shift structures, performance benchmarks, and a culture of "Safe Recovery" and "Accuracy First."
Key Lines of Business Under Your Command
- ERS Phone Support: High-velocity inbound management; capturing service details and assigning the nearest dealer.
- ERS Webform Support: Digital event validation and service provider tracking via the Reach portal.
- RPO Support (Reach Product Operations): The strategic arm managing dealer onboarding and non-participating dealer logistics.
The Profile: Who You Are
- The Tech-Savvy Leader: You have 12-15 years of experience in high-stakes operations (Logistics, ERS, or Global Support Centers), with at least 5 years in a leadership role within a GCC/Tech Center environment.
- The Problem Solver: You don't just report downtime; you analyze the "Why" and suggest tech-driven fixes to the Reach platform.
- 24/7 Ready: You unders
📌 Associate Director- Customer Experience/Support/ Success (Bengaluru)
🏢 Bridgestone - Global Capability Center
📍 Bengaluru
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