Senior Planner, Aftersales Command Center Care
Core
Operate daily command center actions for vehicle and customer issues, managing triage, at-risk lists, and escalations to drive time-to-relief.
Role type
Senior IC operations planner (after-sales command center)
Builds
Daily at-risk lists, triage outcomes, service-level alerts tracking, and hand-off records to field/dealers
Domain
Automotive after-sales operations and customer care
Deliverable
dashboards & analysis
Required skills
case management, incident response, field operations, dealer support, recovery playbooks, root-cause analysis, cross-functional coordination, data reporting, time-to-relief tracking, prioritization
Preferred skills
automotive or connected services experience, daily operating rhythm management, dashboard proficiency, judgment under pressure
Technologies
Salesforce, Streamlit, Snowflake, Excel, PowerPoint, Co-Pilot
Responsibilities
Prepare and publish daily at-risk lists; run triage on escalating cases; track service-level alerts to closure; execute hand-off protocols to field and dealer teams; maintain recovery playbooks and dashboards; identify recurring issue patterns for prevention; support customer postmortems and dealer retrospectives.
Seniority
Senior, hands-on IC
