Senior Planner, Aftersales Command Center Care

Nissan Motor Iberica SA; Irvine (CA); Sur place; USD 98 000 - 173 000; Plein temps

Avantages offerts par ce poste

Comprehensive benefits

Résumé du poste

Nissan is seeking a Senior Planner for the Aftersales Command Center, based in California with remote options. This role oversees daily command center operations, triage, and escalation handling, coordinating with field teams, dealers, and internal partners to resolve issues efficiently.

Responsibilities include publishing the daily at-risk list, maintaining recovery playbooks, and driving improvements through data dashboards and service-level metrics.

Qualifications

• Bachelor's degree required.
• 8 years of relevant experience in customer care, quality, field, or dealer operations.
• Experience with dashboards, incident response, and case management.

Responsabilités

• Prepare and publish daily at-risk list and command center materials.
• Run triage on cases and track service-level alerts to closure.
• Coordinate hand-offs with field, dealers, and internal teams to drive resolution.
• Maintain dashboards, identify patterns, and contribute to prevention actions.
• Support performance reporting and cross-functional collaboration.

Connaissances

Customer care operations

Incident response

Cross-functional collaboration

Formation

Bachelor's degree

Outils

Salesforce

Case management tools

Streamlit

Snowflake

PowerPoint

Excel

Description du poste

Location: California Job Schedule: Full-time field role- remote Education Requirement: Bachelor's degree required Sponsorship: No

Come Drive Innovation with Us. We are currently looking for a Senior Planner, Aftersales Command Center Care to join our team in California.

Responsible for operating the daily command actions — preparing the at-risk list, running triage, tracking service-level alerts, and driving cases through to relief with the field, dealers, and internal partners. Serves as a senior point of contact for escalated vehicle and customer issues. Maintains the recovery playbooks, policies, programs, hand-off records, and shared dashboard content that keep the command center accurate and actionable and identifies patterns that should become prevention actions.

A Day in the Life

Daily Command Center Operations

Prepares and publishes the daily at-risk list and the materials that drive the command center meeting. Runs triage on new and escalating cases, applying agreed prioritization and response standards. Tracks service-level alerts, open actions, and owner commitments through to closure. Escalates cases that are at risk of missing time-to-relief targets.

Field Hand-Off & Case Follow-Through

Executes the hand-off protocol into the field organization and confirms records are complete and accurate. Coordinates with the WX field support team, internal cross-functional teams, field, and, when appropriate, dealers’ teams to move issues toward resolution. Applies recovery playbooks consistently and recommends updates when they no longer fit the issue. Supports customer postmortems and dealer retrospectives with accurate case history and brings forward learnings and recommendations that can be applied to cases in California and rest of the nation.

Reporting, Insight & Prevention

Maintains the shared dashboard content and reports on time-to-relief, at-risk volume and trend, detection lead time, and hand-off completion. Identifies recurring issue patterns and raises them for root-cause and prevention action. Documents operating procedures and contributes to continuous improvement of the daily operations.

Cross-Functional Collaboration

Partners with Quality/TCS, Techline, Aftersales Supply Chain Management, Customer Care, Field, and dealer teams on active issues. Works with the Integration & Analytics team to improve the data, scoring, and dashboards the command center depends on. Supports the Senior Manager with performance reporting, risk identification, and improvement recommendations.

Who We’re Looking for:

Required:

Education and Experience Bachelor's degree required. 8 years of relevant experience in customer care, quality, field, or dealer operations. Strong background in customer care operations, case management, incident response, or field or dealer support.

Desired:

Automotive or connected services experience preferred. Experience running a daily operating rhythm and driving cross-functional follow-through. Comfort working with dashboards, prioritized lists, and service-level measures. Sound judgment under time pressure and strong attention to record accuracy. Clear written and verbal communication with field, dealer, and internal partners.

Computer Skills

Working knowledge of Salesforce and/or case management tools. Familiarity with dashboards and reporting tools (e.g., Streamlit, Snowflake). Proficient use of Co-Pilot, PowerPoint, Excel, and other Microsoft Office applications.

Physical Requirements

Travel: approximately 75% day and overnight travel.

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities:

Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards:

Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.

Built for Your Best:

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa Nissan is committed to a drug‑free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility. NISSAN FOR EVERYONE People are our most valuable assets, and Nissan seeks to maximize the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Nissan aims to improve business results through a workplace and business that meets the needs of our employees and customer base. Nissan is committed to creating a culture where all employees, customers, and partners feel respected, valued, and heard. We have Business Synergy Teams (BSTs) across the Americas that are open to all employees and seek to connect employees through common interests and foster a company culture where all employees feel supported and included. Nissan also values inclusion in our business as we respect and recognize the diversity of our customer base and the communities where we do business. We are committed to procure innovative goods and services, retailing our products, and communicating from a position that will help us continue to offer our customers competitively designed, market-driven products. Join us as we carry our commitment to our employees and customers into the future.

Irvine California United States of America

Salary Range: $97,745.00 - $172,830.00 Salary Range Estimate: Annual Salary: (Minimum to Maximum of Salary Range noted here). This compensation range represents the minimum and maximum base salary rates at Nissan for jobs assigned to this particular grade level. Please note that it is uncommon for an employee to be placed at either end of the range. Rather, an employee’s actual base salary generally may fall somewhere in between and reflect the employee’s unique skills, work experience, education, work location, and market norms. Additionally, pay may be based on comparisons to the base salary rates of other employees with similar backgrounds working in comparable roles. Nissan is more than a car company. We are an innovation company. We take the most innovative thinking in the industry and combine it with performance, value, safety, and style. The result: Cars that thrill you every time you get behind the wheel. With over 150 million vehicles produced globally, Nissan continues with the goal to enrich the lives of our employees and customers alike.