Description
We are growing at Great Dane, we need you to reach the next level. We offer competitive pay, great benefits, 401k, and pension.
Great Dane turns innovative ideas into advances in trailer technology, creating new solutions in the transportation and supply chain industry. Our teams craft trailers that deliver essential goods and services, turning the wheels of the American economy.
The Company:
For more than 120 years, Great Dane has earned its reputation as an industry leader in technology, innovation, and quality. Our commitment to building superior products and fulfilling customer needs has taken us from a small steel fabricating company to the most-recognized trailer manufacturer in the world.
With thousands of employees worldwide, teamwork and collaboration are valued here. We look for employees who are driven, determined and ready to accelerate their future. With advancement opportunities, training, and tuition reimbursement – the road ahead is paved with possibilities.
The Position:
We’re looking for a VoC Program Manager.
Job Summary
The Voice of the Customer (VoC) Program Manager designs, establishes, maintains, and champions a Voice of the Customer (VoC) program for the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of Great Dane’s business.
The VoC Program Manager also ensures that Great Dane maintains best-in-class customer feedback/sentiment collection, interpretation and action planning while making significant and meaningful changes in the way that Great Dane reviews data, listens to customers and shares insights to drive tactical and strategic outcomes to our customers.
Key Responsibilities:
- Oversee the management of various VOC programs within the organization, including but not limited to customer advisory boards, customer surveys, feedback, and enhancement requests
- Conduct top line and in-depth analysis of customer data to determine significance of trends and impact on business and customer health
- Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer and partner experience improvements
- Designs, develops, and delivers a program roadmap designed to meet strategic goals
- Serves as subject matter expert in all VoC tools and functionality
- Proactively educates others on the importance of VoC, metrics, drivers, and customer experience
- Leverages VoC analyses to assist with research, design, product, and service development
- Oversees execution of platform implementation, data analysis, and report creation
- Partners with Marketing, Data, Product, Technology, and other stakeholders to implement and maintain the VoC platform
- Identifies opportunities for improvement through analyses and gathers insights that will enable Great Dane to continue to deliver an exceptional customer experience
Qualifications
Job Requirements:
- Bachelor’s degree in business, statistics, marketing or a related field
- A minimum of 3 of those years in a leadership role
- The ideal candidate will have a passion for customer experience and a desire to work for a mission driven organization
- Skilled in VOC concepts and principles, with experience implementing VOC programs
- 5+ years of experience in Customer Experience, Process Improvement, Customer Relations, Project Management, Operations or Marketing
- Strong business writing, presentation building and delivery, and executive briefings skills
- Ability to summarize and present information in a way that provides actionable insights
- Excellent verbal and written communication skills and a commitment to collaborate with people across a variety of levels with diverse backgrounds
Why Should You Apply?
- Want to make a difference in the USA? Our Trailers are on the roads everywhere transporting every type of product. You will have made that possible.
- Competitive Pay, Great Benefits, Advancement Opportunities, and Pension
- Work schedule is Monday-Friday, travel as needed.
Great Dane is an Equal Opportunity Employer
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