Senior Planner, Aftersales Command Center Care

Location:

California

Job Schedule:

Full-time field role- remote Education Requirement:
Bachelor's degree required Sponsorship:
No

Come Drive Innovation with Us. We are currently looking for a Senior Planner, Aftersales Command Center Care to join our team in California.

Responsible for operating the daily command actions — preparing the at-risk list, running triage, tracking service-level alerts, and driving cases through to relief with the field, dealers, and internal partners. Serves as a senior point of contact for escalated vehicle and customer issues. Maintains the recovery playbooks, policies, programs, hand-off records, and shared dashboard content that keep the command center accurate and actionable and identifies patterns that should become prevention actions.

Prepares and publishes the daily at-risk list and the materials that drive the command center meeting. Runs triage on new and escalating cases, applying agreed prioritization and response standards. Tracks service-level alerts, open actions, and owner commitments through to closure. Escalates cases that are at risk of missing time-to-relief targets.

Executes the hand-off protocol into the field organization and confirms records are complete and accurate. Coordinates with the WX field support team, internal cross-functional teams, field, and, when appropriate, dealers’ teams to move issues toward resolution. Applies recovery playbooks consistently and recommends updates when they no longer fit the issue. Supports customer postmortems and dealer retrospectives with accurate case history and brings forward learnings and recommendations that can be applied to cases in California and rest of the nation.

Maintains the shared dashboard content and reports on time-to-relief, at-risk volume and trend, detection lead time, and hand-off completion. Identifies recurring issue patterns and raises them for root-cause and prevention action. Documents operating procedures and contributes to continuous improvement of the daily operations.

Partners with Quality/TCS, Techline, Aftersales Supply Chain Management, Customer Care, Field, and dealer teams on active issues. Works with the Integration & Analytics team to improve the data, scoring, and dashboards the command center depends on. Supports the Senior Manager with performance reporting, risk identification, and improvement recommendations.

Education and Experience Bachelor's degree required. 8 years of relevant experience in customer care, quality, field, or dealer operations. Strong background in customer care operations, case management, incident response, or field or dealer support.

Automotive or connected services experience preferred. Experience running a daily operating rhythm and driving cross-functional follow-through. Comfort working with dashboards, prioritized lists, and service-level measures. Sound judgment under time pressure and strong attention to record accuracy. Clear written and verbal communication with field, dealer, and internal partners.

Working knowledge of Salesforce and/or case management tools. Familiarity with dashboards and reporting tools (e.g., Streamlit, Snowflake). Proficient use of Co-Pilot, PowerPoint, Excel, and other Microsoft Office applications.

Travel: approximately 75% day and overnight travel.

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