Problem Management Analyst

Job description

The Customer Operations team within the Global Operations & Customer Support organization is seeking a highly customer‑obsessed, results‑driven problem solver to ensure the timely and effective resolution of connected services customer issues. The ideal candidate will possess a strong understanding of the connected services ecosystem, including products, platforms, and their impact on the end‑to‑end automotive experience. This role requires a passion for tackling complex challenges, collaborating closely with cross‑functional teams, and engaging in in‑depth technical discussions with engineering teams to identify and implement innovative solutions. If you thrive in a fast‑paced environment, enjoy solving impactful problems, and are motivated by delivering exceptional customer experiences, this opportunity is an excellent fit for you. Key responsibilities include: - Analyze, triage, assign, escalate, and resolve both off‑board and on‑board issues across connected services programs through close cross‑functional collaboration. - Lead daily incident review meetings with the operations team to ensure accurate prioritization and proper assignment to the appropriate resolver groups. - Ow...