Owner Connections Manager

Polaris Inc.; Iowa (LA); On-site; USD 120,000 - 180,000; Full time

Job summary

Polaris Inc. is seeking an Owner Experience Manager to define and drive the owner experience strategy across the organization.

You will lead the Owner Connections team, turning owner insights into improvements across products, processes, and support experiences. You will partner with Service, Product, Engineering, Marketing, and Dealer Development to remove friction, raise satisfaction, and strengthen dealer loyalty.

Qualifications

• Senior leadership experience in customer experience, service, or operations roles.
• Ability to translate customer insights into strategic actions across multiple functions.
• Strong cross-functional collaboration and people development skills.

Responsibilities

• Define and advance the Owner Experience strategy and roadmap.
• Lead and develop the Owner Connections team with coaching and succession planning.
• Translate owner feedback into actions with cross-functional partners: Service, Product, Engineering, Marketing, and more.
• Identify strategic initiatives with clear goals, metrics, and stakeholder alignment.
• Monitor performance standards and improve responsiveness and service quality.
• Plan workforce and resources to meet forecasted demand and service levels.
• Apply LEAN principles to streamline processes and reduce friction.
• Tackle complex owner issues and protect Polaris brand reputation.
• Own the Voice of the Customer program and convert insights into recommendations.
• Partner with dealer-facing teams to enhance dealer loyalty and ownership experience.
• Develop and execute tech and process roadmaps for Owner Experience, including automation and CRM.

Skills

Leadership

Strategic thinking

Job description

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

Position Overview:

The Owner Experience Manager defines and advances Polaris’ owner experience strategy while leading the Owner Connections organization. Connecting owners, dealer partners, and business stakeholders, this role translates customer insights into actions that improve products, processes, policies, and support experiences. You will champion the Voice of the Customer, influence cross-functional decisions, and lead a high-performing team focused on continuous improvement. This position offers enterprise-wide ownership of initiatives that strengthen customer satisfaction, dealer loyalty, brand advocacy, and the overall ownership journey.

Key Responsibilities:

• Develop and execute the vision, strategy, and roadmap for the Owner Experience function, advancing customer satisfaction, loyalty, advocacy, and long-term brand engagement.
• Lead, develop, and empower Owner Connections leaders and team members through coaching, performance management, succession planning, and talent development.
• Translate owner feedback into business action by partnering across Service, Product, Engineering, Quality, Digital, Marketing, Warranty, Dealer Development, and other key functions to remove friction and improve owner and dealer experiences.
• Identify, prioritize, and execute strategic initiatives that support long-term business objectives, with clear goals, accountability measures, success metrics, and stakeholder alignment.
• Establish performance standards, monitor key metrics, and improve responsiveness, resolution effectiveness, service quality, and personalized support across the Owner Connections organization.
• Develop workforce plans, staffing strategies, operating priorities, and resource approaches that align forecasted demand and future business needs with service levels and operational effectiveness.
• Apply LEAN principles and operational best practices to streamline processes, reduce complexity, and improve team effectiveness and owner and employee experiences.
• Direct the resolution of complex owner issues, executive escalations, product concerns, reputational risks, and sensitive customer matters while protecting owner confidence and the Polaris brand.
• Own the Voice of the Customer program by converting owner feedback, contact trends, sentiment data, analytics, and operational metrics into actionable insights and recommendations.
• Partner with dealer-facing teams to improve dealer support, strengthen dealer loyalty, and create a more seamless ownership experience across the Polaris network.
• Develop and execute the technology and process roadmap for Owner Experience, leveraging automation, AI, CRM capabilities, analytics, and emerging technologies to improve efficiency, scalability, and owner satisfaction.

Desired Competencies:

• Leadership: You inspire, guide, and empower others to achieve their best by setting clear direction,