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.

• 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.

Career Growth and Continuous Learning Opportunities:
Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide .

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with…