Head of Customer Tech & Subscriptions

Jordan Sitter Associates; Atlanta, Northern (GA, KY); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Jordan Sitter Associates seeks a senior leader to drive exemplary customer care for dealer and customer subscriptions and programs, including telematics and IT services. You will manage a central customer care center, ensure efficient workflows, and coordinate with HCMA, HCM, suppliers, and partners.

The role emphasizes data analysis, process improvement, and the strategic use of Generative AI to enhance service delivery across subscriptions and programs.

Qualifications

• 10+ years practical working experience in after sales support or management.
• Analytical, process oriented with strong root cause analytics experience.
• Proficient in Microsoft Office and Suite products.
• Good communication and teamwork abilities.

Responsibilities

• Lead technical support subscription services including Consite and Telematics API programs.
• Manage Extended Warranty and PM programs.
• Oversee budgeting for Central Customer Care support department.
• Promote Generative AI utilization in Customer Care.
• Collaborate with dealers, suppliers, and other departments; escalate serious issues as needed.

Skills

Customer care leadership

Analytical thinking

Process orientation

Root cause analytics

Generative AI utilization

Tools

Microsoft Office

Generative AI tools

Job description

Jordan Sitter Associates seeks a senior leader to drive exemplary customer care for dealer and customer subscriptions and programs, including telematics and IT services. You will manage a central customer care center, ensure efficient workflows, and coordinate with HCMA, HCM, suppliers, and partners.

The role emphasizes data analysis, process improvement, and the strategic use of Generative AI to enhance service delivery across subscriptions and programs.