Senior Planner, Aftersales Command Center Care

Nissan; Irvine (CA); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical benefits

Mental health support

Parental leave

Retirement plan

Vehicle Purchase Program

Employee lease program

Job summary

Nissan in California is seeking a Senior Planner, Aftersales Command Center Care to join our team. You will operate the daily command actions, publish the at-risk list, run triage, and drive cases through to relief with the field, dealers, and internal partners.

The role requires a Bachelor's degree and 8 years of experience in customer care or related operations. You will maintain playbooks, dashboards, and hand-off records, and work with Quality, Techline, and cross-functional teams to prevent

Qualifications

• Bachelor's degree required.
• 8+ years of experience in customer care, quality, field, or dealer operations.
• Strong background in customer care operations, case management, incident response, or field/dealer support.

Responsibilities

• Prepares and publishes the daily at-risk list and materials for the command center meeting.
• Runs triage on new/escalating cases and applies prioritization standards.
• Tracks service-level alerts, open actions and owner commitments to closure.
• Escalates cases at risk of missing time-to-relief targets.
• Coordinates hand-off into field, dealers and internal partners to move issues toward resolution.

Skills

Customer care operations

Case management

Incident response

Field or dealer support

Education

Bachelor's degree

Tools

Salesforce

Case management tools

Streamlit

Snowflake

PowerPoint

Excel

Job description

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:

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