Project Manager Customer Service

About Us

Mercedes-Benz USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

MBUSA requires all new employees to present proof they are fully vaccinated against COVID-19 when they start work. Currently, "fully vaccinated" is defined as someone that has received both doses of the Pfizer/Moderna COVID-19 vaccines or one dose of the Johnson & Johnson COVID-19 vaccine. Individuals with a valid medical/religious reason preventing them from taking the vaccine may request an accommodation.

Job Overview

Manage all cross-divisional projects, meeting decks, documentation and administration in support of the VP of Customer Services. The position, in collaboration with the Customer Services GM's and DM's ensures timelines, risks and milestones are managed for all Customer Services projects and initiatives. The position provides administrative support for the VP of Customer Services.

Responsibilities

- Develop and maintain reports and presentations for VP Customer Service in conjunction with the Customer Service management team

- Serve as the primary coordinator for National Aftersales meetings

- Serve as the central contact for MBUSA and other Daimler entities for Customer Service

- Coordinate and prepare all presentations and documents required by the VP for meetings and initiatives

- Ensure that all agreed projects, presentations, reports and analyses are accurate and delivered on-time Contribute to the development of open and transparent communication between the CS management team and CS stakeholders

- Manage and coordinate the Aftersales Market Strategy implementation

- Coordinate and support the Customer Services Market Alignment Discussions and OP Planning preparation

- Manage the overall Customer Services Scorecard including metric analysis and action planning as required

- Develop, manage and track key Customer Services metrics

- Manage ad hoc, cross divisional projects as required

- Coordinator for activities, desks, minutes, follow up items and meetings for cross Customer Service Departments and Divisions, eg MBDB meetings, Management meetings, Executive Management meetings, Market Strategy implementation, Operative Planning, etc.

- Manage and develop a communication plan for the Customer Service Division, including a recognition of key milestones and deliverables

- Manage all social events for the Customer Service Division

- Manage the VP area budget

- Manage the VP of the Customer Service travel and bookings, expenses, travel agendas and ad hoc administrative tasks as required

Qualifications

- Bachelor's Degree (accredited school) or equivalent work experience

- Must have 7 - 10 years (total) of experience in the following:

Business - General --> Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.

Business Management --> Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.

Finance --> Knowledge and understanding of the implications of key financial indicators and controls and assessing impact of financial information

- Project Management

- Experience with Tableau or Power BI

- Independent thinker with the ability to make decisions that are strategic and forward thinking

- Leadership experience and is a proven effective leader

- Effective communicator and collaborator able to work with a variety of stakeholders

- Organized and experience working with data and data analytics

Additional Information

- The position is located in Atlanta

- Must be able to work flexible hours / work schedule

- Requires valid driver's license

- Travel domestically and internationally

- Work weekends and Holidays when required

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.