Mgr, Consumer Affairs

Role Summary:

This critical role will build and lead the company's concern management and aftersales customer experience strategy. This role will ensure an appropriate customer experience is realized in line with achieving stated business goals and objectives, while minimizing legal, commercial and regulatory based risk. The Sr. Manager, Consumer & Legal Affairs is responsible for the management of customer complaints at all levels (up to and including legal), the associated budgets, and the relationships with external affiliates (law firms, dealers, venders, arbitration programs, etc.) related to these matters. This role also manages the prevention, investigation and resolution of serious and Single Incident Product Liability issues, and for directing all product-related regulatory compliance issues, while liaising with VWGoA Product Analysis Group and counsel, at the federal and state levels. The Sr. Manager, Consumer & Legal Affairs is also responsible for strategic initiatives and providing guidance to assist with risk mitigation, ensuring BMI's compliance with federal and state consumer protection law and administrative regulations. The position oversees the Customer Experience Management (CEM) and Customer Quality Tracking Survey (CQTS) Programs, and management of the Customer Contact Center and Roadside Assistance providers for the Americas. Responsible for the leadership, development and management of Parts, Product Support, and Warranty teams.

Role Responsibilities:

Leadership and management of all customer complaints in line with Bentley's Customer Concern Management Process (20%)

• Research federal and state regulations and case law, consult with outside expert counsel when needed and provide recommendations and regulatory guidance for special projects and new product development initiatives
• Lead concern management program, including providing legal case evaluation and advice to field team (Level 1 concerns), management of escalated concerns, and management of outside counsel (Level 2 and 3)
• Management of aftersales customer experience through design, implementation, and management of customer contact center and associated business processes in line with stated business objectives
• Subject matter expert in the administration of customer goodwill with field teams within approved guidelines
• Ensure proper documentation, filing and legal compliance for all case data

Management of Consumer Ligation and Product Liability Claims (20%)

• Point of contact for all attorney communication (BML, VWGoA, federal and state, official organizations)
• Manage consumer ligation and single incident product claims, analyse legal exposure, and negotiate resolutions, and ascertain policies for prevention and continuous improvement
• Liaise with BML General Counsel's office, Quality and Engineering at the factory, and VW Product Analysis Group regarding investigation and analysis of product claims
• Selection and management of outside counsel and control of associated legal budgets
• Stay up to date with industry trends with ongoing training and development, continued legal training (focused on consumer regulatory compliance and litigation), including industry conferences and legal webinars

Leadership, development and management of Parts, Product Support, Warranty and Customer Contact teams (20%)

• Responsible for the business activities of the Parts, Product Support, Warranty, and Customer Contact teams
• Responsible for the personal development of the Parts, Product Support, and Warranty teams including MBO and development plans
• Responsible for the development, monitoring & reporting of KPIs, identifying key actions and process improvements.
• Manage relationships with Contact Center and Roadside Assistance providers including Contract Management and control of the financial budget
• Develop luxury customer experience enhancements and manage customer service agents to ensure service levels, case management, survey volume and quality targets are achieved
• Monitor trends and develop actions plans to ensure a high level of customer satisfaction
• Ensure concern alert management process is followed by BMI field personnel, relevant vendors, and Dealer Network
• Act as point of contact for BML, Contact Center and Retailers on all matters related to CEM and CQTS

Regulatory Compliance (20%)

• Maintain an FTC-qualified Third Party Dispute Resolution program and ensure compliance with state departments of Consumer Affairs/Attorneys General
• Maintain working knowledge of the TREAD Act, other NHTSA initiatives and any and all federal and state regulation of automobiles as consumer products
• Work with Communications department to report and action product claims made through social media or other publicity
• Support Recall and Service Action measures as necessary to ensure Regulatory Compliance and luxury customer experience

Ensure continuous improvement opportunities are identified and the responsible parties are notified (20%)

• Perform root cause analysis of all buyback/high cost cases and report to Director of Aftersales
• Collect data relative to all buyback/high cost cases and analyze with Parts/product support/Area Aftersales managers to ensure feedback is offered to all involved parties
• Create and deliver training for internal personnel, contractors and dealership personnel regarding consumer claim management and mitigate legal exposure

Qualifications:

Years of Experience:

• 10 years automotive experience

Education - Required:

• Bachelor's Degree Mandatory; Law Degree Highly Preferred
  
  

Skills:

• Bachelor's Degree Mandatory; Law Degree Highly Preferred
• Negotiation & Mediation
• Project management skills
• Proven multi-tasking and analytical ability
• Demonstrates team orientation and builds and sustains relationships
• Communicates effectively, excellent oral and written communication skills
• Leadership ability managing an alliance of network partners and employees
• Supports continuous improvements, shows commitment to quality and supports change
• Trustworthy and ethical
• Ability to operate in fast-paced organization and work alongside a variety of functions
• A demonstrable level of experience in customer service organization

Practical & Technical Knowledge

Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.

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