Owner Connections Manager
Core
Define and advance the Owner Experience strategy, leading the Owner Connections organization to translate customer insights into actions that improve products, processes, and support experiences for Polaris vehicle owners and dealer partners.
Role type
Senior Manager, Owner Experience & Strategy
Builds
Enterprise-wide initiatives strengthening customer satisfaction, dealer loyalty, brand advocacy, and the overall ownership journey.
Domain
Powersports / Automotive / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning and roadmap execution, cross-functional influence without direct authority, change management, process improvement (LEAN), workforce planning, data analytics (VoC, sentiment, metrics), executive escalation handling, stakeholder alignment
Preferred skills
AI and automation implementation, CRM capabilities, talent development and succession planning, dealer network management
Technologies
AI, CRM, analytics platforms, automation tools
Responsibilities
Develop and execute the vision, strategy, and roadmap for the Owner Experience function; Lead, develop, and empower Owner Connections leaders through coaching and performance management; Translate owner feedback into business action by partnering across Service, Product, Engineering, and Marketing; Identify and execute strategic initiatives supporting long-term business objectives; Establish performance standards and monitor key metrics to improve service quality; Develop workforce plans aligning forecasted demand with service levels; Direct the resolution of complex owner issues and reputational risks; Own the Voice of the Customer program converting feedback into actionable insights; Partner with dealer-facing teams to improve dealer support and loyalty; Develop and execute the technology and process roadmap leveraging automation and emerging technologies
Seniority
Senior, hands-on IC with leadership mandate
