Aftersales Project Coordinator Job

Job Duties:

• Scope and oversee the development of lifecycles and development of major and minor company-wide Aftersales projects, enhancements, process and operations for all Holman Retail Platforms, related to service, parts, and collision.
• Collaborate with departments across the Holman organization for project implementation, including, but not limited to: Procurement, Risk, Legal, Compliance, Accounting, Variable Operations, HR, BDC, Communications, Training, and Executives.
• Research each project assignment with all stakeholders to ensure all internal and external end- users needs are met. Put together the business requirement documentation needed to provide an overview of the main deliverables of the project; schedule and conduct regular meetings with functional teams to move projects forward.
• Calculate ROI for projects to ensure correct paths are being explored.
• Work with Central Aftersales Leadership to identify new strategic areas of opportunity, including building out SWOT analysis reports.
• Identify potential roadblocks or concerns with project implementation and assist in formulating mitigation strategies.
• Solution design: Collaborate with team to design and plan solutions for business goals, including creation of processes, interviewing stakeholders, researching data, and advising leadership.
  • Approach: Take a data-driven, empirical approach to identifying solutions and vendors
  • Evaluation: Help identify needs from potential and/or existing users and help drive the formulation of hypotheses and solutions.
  • Communication: Communicating with all stakeholders on a regular basis regarding the state of the project, the needs, responsibilities, pertinent updates, etc.
• Customer Experience: Advance the CX Vision by aligning with Holman’s CX Team to look for ways to improve customer experience through the effective use of CX principles, research, and documentation such as CX technology improvement plans, customer journey mapping, CX measurements and ROI models.
• Works with other Holman teams to help to document requirements and user flows needed by business stakeholders as well as the development teams to fully understand and outline the project. Works directly with operations, the business and other stakeholders to create and adhere to project timelines. Attend all regular meetings during the design, development, and execution phases of projects to provide direction and input to the teams as the weekly tasks are reviewed.
• Project status communication: Works with teams during regularly scheduled sessions to assess project health and make course correction recommendations while keeping stakeholders and leadership updated on changes to scope and project timelines.
• Organizational Collaboration: Collaborate and communicate effectively with all Business team members.
• Platform Support: Tackle complex technical problems and work to help users feel more confident implementing change. Responsively and effectively handle issues. Assist in educating retail employees and set the project deployments up for success.
• Platform Feedback: Creates and implements feedback tracking procedures. Coordinates with all levels of Central Fixed Operations Team to ensure decisions are timely and relevant and input is gained at the necessary levels.
• Change Management: Help team prepare for change management Awareness, Desire, Knowledge, Ability and Re-enforcement campaigns
• Accountability: drive results necessary for project success from coworkers across the company, as well as vendors. Coordinate activities inside and outside the company to ensure deadlines are met and project goals are reached effectively.
• Other Activities:
  • Document conversations on shared resource site
  • Report on any issues and provide support in determining the solution.
  • This may include small project lists when many items are documented during the meeting.
  • Complete any follow-ups when advised.
• Perform all other duties and special projects as assigned.

Education and/or Training:

• Bachelor’s degree in a related field or equivalent work experience
• Additional education, certifications, or other distinctions are a plus:
  • PMP Certification
• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
• Familiar with other Holman platforms and applications in current use (CDK, myKaarma experience is a plus)

Relevant Work Experience:

• 5+ years’ experience in a business coordination or leadership role; experience in the automotive or fleet industry is a plus.
• Breadth and depth of expertise in a technical or functional area; knowledge of work processes and tools is generally limited to own area of responsibility or department
• Collecting and analyzing raw data to identify trends, patterns, anomalies, and other helpful information.
• Reviewing and improving analytics processes, methods, and tools to increase efficiency, accuracy, and security
• Both large and small-scale project management experience.

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