Owner Experience & Connections Lead

Polaris Inc.; Plymouth (MN); On-site; USD 99,000 - 130,000; Full time

Benefits offered by this job

401(k) matching

Profit sharing

Health, dental, and vision insurance

Paid time off

Job summary

Polaris Inc. is seeking an Owner Experience Manager to define and advance the owner experience strategy, leading the Owner Connections organization to improve products, processes, policies, and support experiences.

You will champion the Voice of the Customer, influence cross-functional decisions, and guide a high-performing team focused on continuous improvement and enterprise-wide initiatives that strengthen customer satisfaction, dealer loyalty, and brand advocacy.

Qualifications

• Bachelor’s degree required.
• Minimum 5 years of experience in customer experience, customer service, customer success, relationship management, or a related field.
• Minimum 3 years of people leadership experience, including coaching, development, and performance management.
• Proven success leading cross-functional initiatives and influencing outcomes across organizations without direct authority.
• Experience using customer insights, Voice of Customer data, analytics, and operational metrics to drive business improvement.
• Demonstrated success leading change management, process improvement, or business transformation initiatives.
• Strong analytical, strategic thinking, and problem-solving skills.
• Exceptional verbal, written, and presentation skills, with the ability to communicate effectively at all organizational levels.
• Ability to manage competing priorities and perform effectively in an evolving environment.
• This position is not eligible for sponsorship.

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.

Skills

Leadership

Customer Focus

Business Acumen

Analytical Thinking

Communication

Problem Solving

Prioritization

Adaptability

Education

Bachelor’s degree

Job description

Polaris Inc. is seeking an Owner Experience Manager to define and advance the owner experience strategy, leading the Owner Connections organization to improve products, processes, policies, and support experiences.

You will champion the Voice of the Customer, influence cross-functional decisions, and guide a high-performing team focused on continuous improvement and enterprise-wide initiatives that strengthen customer satisfaction, dealer loyalty, and brand advocacy.