THE ROLE
At Great Dane, we rely on makers and we’re calling on them to join our expanding team. The time has never been better to Embrace Your Great and work in an environment with the highest safety standards in the industry.
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.
WHAT YOU’LL DO
• 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
• Other duties as assigned.
YOUR SKILLS AND ABILITIES (REQUIRED QUALIFICATIONS)
• Bachelor’s degree in business, statistics, marketing, or a related field
• Expert in Qualtrics Platform or other similar online survey tool (able to build and distribute surveys, collect responses, and analyze response data, run reporting and analytics through system)
• 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.
PHYSICAL/MENTAL REQUIREMENTS:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects; reach with hands and arms; talk and hear. Specific vision abilities required by the job include close and distance vision.
• Work environment: The noise level in the work environment is usually minimal to moderate.
ABOUT GREAT DANE
With a history dating back to 1900, Great Dane has established itself as a transportation solutions leader of today – delivering innovative products and exceptional services that help our customers and employees succeed. We not only engineer durable and high-quality trailers and truck bodies; we foster relationships that last a lifetime.
WHY WORK FOR US?
Great Dane is a leading manufacturer of dry-freight vans, refrigerated trailers, and flatbeds with 10 manufacturing facilities and 20 service centers throughout the United States. With a legacy like ours comes a dedication to the hard-working individuals that make Great Dane what it is today. Our jobs are waiting to be filled by driven, challenge-focused & enthusiastic people like you.
Our culture is comprised of “Champions” and offers a rewarding workplace rooted in core values of safety, leadership, integrity, quality, and passion. Every employee has opportunities to learn, grow, succeed, and be engaged in a collaborative environment.
BENEFITS OVERVIEW
Great Dane is an Equal Opportunity Employer
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