Volvo Cars
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Quality Experience/Dispure Resolution Manager
Location: Ridgeville, SC or Mahwah, NJ with regular travel
Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market, ensuring rapid, compliant, and customer-centric outcomes on high-impact cases. This role uses structured triage, root-cause learning, and durable countermeasures to prevent reoccurrence.
Note: All Dispute Resolution Team Members will have a dotted line reporting relationship to this position
What you'll do 1) Governance & Escalation
Ensure timely escalation and resolution of potential high-impact issues, preparation of fact-based case reports, and decision readiness for leadership reviews.
Consolidate insights from customer care, roadside assistance, warranty data, and technical reports to inform decisions.
Chair cross functional team meetings to review and mitigate active cases
2) Dispute Resolution Operations
Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists, settlements), balancing customer satisfaction, regulatory adherence, and cost.
Build standardized SOPs or Operations Manuals for mediation, arbitration, and litigation support.
Establish an Alternative Dispute Resolution (ADR) operating process with Legal and Customer Care, including quality of filings, timeliness, and settlement criteria.
3) Quality Learning & Prevention
Convert dispute and critical case signals into root-cause learning and preventive actions (technical journals, service guidance, retailer enablement) in collaboration with Technical Support
Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support (RTS) and field teams to improve case quality, clarity, and cycle time.
4) Compliance, Audits & Management Systems
Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action).
Integrate Business Continuity principles for critical activities, ensuring continuity of dispute operations during disruptions.
5) Analytics, Reporting & KPIs
Co-develop cross functional KPI’s and priorities with involved business units
Develop a dispute analytics dashboard (warranty, buyback/trade-assist, customer care signals) with weekly trend reviews and monthly executive reporting.
Track and improve: cycle time to resolution, buyback/trade-assist count & cost, re-occurrence rate, and customer satisfaction outcomes.
Success Measures
Establish working processes and governance
100% adherence to escalation and documentation standards.
Evidence of preventive actions leading to measurable decline in repeat dispute drivers
Measurable reduction in buyback/trade-assist volume and cost
Key Interfaces
Warranty Operations (policy, payments, buyback/trade-assist governance)
Technical Helpdesk & Field Technical Support (case quality, guidance)
Customer Care (case intake quality, customer communications)
Legal & Compliance (ADR strategy, litigation support)
Retailer Network & Market Teams (execution and customer outcomes)
What you'll bring Must-have
Bachelor Degree in Engineering, Business, or related experience (advanced degree a plus).
5–10+ years in automotive service quality, warranty, customer care operations, or product compliance with measurable outcomes in escalations/disputes.
Demonstrated experience running structured escalation frameworks and preparing cases for executive decision forums.
Operational knowledge of ADR pathways and settlement levers in a warranty/consumer context.
Familiarity with ISO 9001 processes and audit evidence requirements.
Strong analytics and storytelling skills; ability to turn noisy case data into clear priorities and actions.
Nice-to-have
Experience with Business Continuity constructs (BIA, critical impact lists, RTO/MAO).
Exposure to U.S. automotive compliance and authority interactions.
Background in continuous improvement/Lean problem solving.
Leadership & Competency Profile
Drives outcomes through clear governance, coaching, and performance management.
Digital leadership mindset: frames purpose, empowers teams, and uses data dashboards to steer operations.
Compliance & risk orientation: balances customer outcomes, cost, and regulatory exposure; ensures audit-ready controls.
Working Conditions
On-site in Ridgeville, SC or Mahwah, NJ with regular travel for stakeholder alignment, reviews, mediations, and audits.
25% travel expected
Participation in off-hours critical incident calls when required
Salary Range $79,834 to 119,751 per year
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines
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Location: Ridgeville, SC or Mahwah, NJ with regular travel
Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market, ensuring rapid, compliant, and customer-centric outcomes on high-impact cases. This role uses structured triage, root-cause learning, and durable countermeasures to prevent reoccurrence.
Note: All Dispute Resolution Team Members will have a dotted line reporting relationship to this position
What you'll do 1) Governance & Escalation
Ensure timely escalation and resolution of potential high-impact issues, preparation of fact-based case reports, and decision readiness for leadership reviews.
Consolidate insights from customer care, roadside assistance, warranty data, and technical reports to inform decisions.
Chair cross functional team meetings to review and mitigate active cases
2) Dispute Resolution Operations
Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists, settlements), balancing customer satisfaction, regulatory adherence, and cost.
Build standardized SOPs or Operations Manuals for mediation, arbitration, and litigation support.
Establish an Alternative Dispute Resolution (ADR) operating process with Legal and Customer Care, including quality of filings, timeliness, and settlement criteria.
3) Quality Learning & Prevention
Convert dispute and critical case signals into root-cause learning and preventive actions (technical journals, service guidance, retailer enablement) in collaboration with Technical Support
Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support (RTS) and field teams to improve case quality, clarity, and cycle time.
4) Compliance, Audits & Management Systems
Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action).
Integrate Business Continuity principles for critical activities, ensuring continuity of dispute operations during disruptions.
5) Analytics, Reporting & KPIs
Co-develop cross functional KPI’s and priorities with involved business units
Develop a dispute analytics dashboard (warranty, buyback/trade-assist, customer care signals) with weekly trend reviews and monthly executive reporting.
Track and improve: cycle time to resolution, buyback/trade-assist count & cost, re-occurrence rate, and customer satisfaction outcomes.
Success Measures
Establish working processes and governance
100% adherence to escalation and documentation standards.
Evidence of preventive actions leading to measurable decline in repeat dispute drivers
Measurable reduction in buyback/trade-assist volume and cost
Key Interfaces
Warranty Operations (policy, payments, buyback/trade-assist governance)
Technical Helpdesk & Field Technical Support (case quality, guidance)
Customer Care (case intake quality, customer communications)
Legal & Compliance (ADR strategy, litigation support)
Retailer Network & Market Teams (execution and customer outcomes)
What you'll bring Must-have
Bachelor Degree in Engineering, Business, or related experience (advanced degree a plus).
5–10+ years in automotive service quality, warranty, customer care operations, or product compliance with measurable outcomes in escalations/disputes.
Demonstrated experience running structured escalation frameworks and preparing cases for executive decision forums.
Operational knowledge of ADR pathways and settlement levers in a warranty/consumer context.
Familiarity with ISO 9001 processes and audit evidence requirements.
Strong analytics and storytelling skills; ability to turn noisy case data into clear priorities and actions.
Nice-to-have
Experience with Business Continuity constructs (BIA, critical impact lists, RTO/MAO).
Exposure to U.S. automotive compliance and authority interactions.
Background in continuous improvement/Lean problem solving.
Leadership & Competency Profile
Drives outcomes through clear governance, coaching, and performance management.
Digital leadership mindset: frames purpose, empowers teams, and uses data dashboards to steer operations.
Compliance & risk orientation: balances customer outcomes, cost, and regulatory exposure; ensures audit-ready controls.
Working Conditions
On-site in Ridgeville, SC or Mahwah, NJ with regular travel for stakeholder alignment, reviews, mediations, and audits.
25% travel expected
Participation in off-hours critical incident calls when required
Salary Range $79,834 to 119,751 per year
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines
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