Program Manager - Voice of the Customer

Overview:

It All Starts with Our People

As the leader in automotive preventive maintenance, Valvoline has a proven track record of growth. We continue to invest in our people, processes, and technology to strengthen our ability to efficiently deliver Quick, Easy, Trusted service across all our stores – every day. We're not just in the car business; we're in the people business. And we're looking for humble, hungry, and smart people to help us shape the future of mobility. If you're hungry to drive change and seek a dynamic, collaborative environment that fuels both personal and professional growth, you've found your place with us.

Our highest priority is creating a welcoming workplace with team members from a wide variety of diverse backgrounds and experiences.

The Opportunity

Valvoline has a rewarding opportunity as a Program Manager - Voice of the Customer. In this role, you will build a 360-degree view of the customer experience by connecting Voice-of-Customer (VoC) data from all touchpoints and support turning this data into actionable insights. At Valvoline, we have over 2,000 service centers and perform over 22 million oil changes per year. We gather VoC feedback from a variety of channels and you will be responsible for its utilization.

How You'll Make a Difference

• Be a subject matter expert in all CX-insights platforms: Transactional Survey (Medallia), Social Reputation Management, Case Management, etc.
• Manage transactional survey program and day-to-day vendor partnership.
• Increase employee commitment to improving customer satisfaction and celebrating successes.
• Implement program enhancements and ensure we maximize the terms of the contract.
• Support company Strategic initiatives with data and trends.
• Provide deep analysis with strong visuals and actionable insights.
• Serve as an integral member of the Voice of the Customer Council and Support for Resource Teams:
  • Assemble previously siloed data streams into a single view and provide important metrics, measuring over time.
  • Work cross-departmentally to refine the customer journey map to overcome obstacles and barriers.
  • Work with VoC Council to turn data into insights and insights into action plans, working cross-departmentally to drive substantial improvement to the most important customer touchpoints.

What You'll Need to Succeed 

• Bachelor’s degree with a specialization in business, marketing, customer success, communications, or a similar field
• Minimum of five years of work in data analytics with large data sets and database management
• Minimum of three years in customer experience/service management
• Must be able to analyze various data types; assemble large data sets; and distill complex data into simply stated insights
• Must have a curious mindset
• Join cross-function teams and contribute to other resource groups
• Be an adept influencer to gain support for ideas despite lack of formal authority
• Be an advocate for the consumer and communicate with all levels within an organization
• Prioritize work based on impact, organize projects, develop timelines, meet deadlines, and make measurable improvements to the business
• Must be authorized to work in the U.S.

We Take Care of the WHOLE You

• Health insurance plans (medical, dental, vision)
• HSA and flexible spending accounts
• 401(k)  
• Incentive opportunity*
• Life insurance
• Short and long-term disability insurance
• Paid vacation and holidays*
• Employee Assistance Program
• Valvoline Instant Oil Change discounts
• Tuition reimbursement*
• Adoption assistance* 

*Terms and conditions apply, and benefits may differ depending on position.

Your Path to Valvoline

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Join us in revolutionizing the automotive aftermarket industry while enjoying competitive benefits, a supportive work culture, and opportunities for advancement. Apply now and become an integral part of our journey at Valvoline.

The Company endeavors to make its recruitment process accessible to any and all users.  Reasonable accommodations will be provided upon request to applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process.  Please contact Human Resources at 1.833.VVV.Report or email ECC@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process.  The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.