Mobile Manager, Consumer Experience and Continuous Improvement

Requisition ID: 122520 
Sponsorship Available: No 
Relocation Assistance Available: No 

Goodyear. More Driven.

About the Position:

Goodyear Mobile provides a simple, innovative way to order automotive services that come to you. You already know Goodyear as one of the great American brands and now we are expanding our service portfolio to include on-site tire, oil, and light mechanical services. Goodyear Mobile services direct-to-consumer (D2C) customers and major fleets (Amazon) at their places of residence or fleet yards. It is modern alternative to traditional brick and mortar retail automotive service, yet an omni-channel extension of Goodyear Retail. Our goal is to provide an effortless experience that gives people the freedom to focus on the things that matter.

The Mobile Manager Consumer Experience and Continuous Improvement creates new standards, systems, and tools for Goodyear Mobile Operations in order to support/continuously improve the business. Continuous Improvement ranges from software, technical hardware, and supporting analytics enhancement, ensuring external customers in both the D2C and Fleet channels are completely satisfied with Goodyear Mobile service. This role also supports internal customers, including the Mobile Support Team, Store Operations, and Amazon Retail Flip locations to ensure they have the appropriate tools/procedures to excel. The associate will be responsible for the development of tools and systems for the integration of Mobile into Goodyear's service of the Amazon fleets.

Primary Responsibilities:I-JK1

• Consumer Experience Mobile Operations:
  • Lead implementation of enhanced standard operating procedures (SOPs) from legacy mobile into an integrated mobile and retail omni-channel operation
  • Incubate new ideas, tools, and services to implement them into field operations in collaboration with the Mobile Support and Store Support teams
  • Work closely with Information Technology (IT) and Head of Product and Customer Experience to identify/prioritize automation of manual processes and lead implementation of new logistics software throughout Goodyear Mobile
  • Create/Deploy LEAN methodologies unit to eliminate waste, improve efficiency, and streamline processes physical or virtual
  • Implement Mobile operational review unit to systematically evaluate field SOP compliance
• Fleet Consumer Experience Mobile Operations:
  • Lead the advancement of the Mobile/Amazon/Retail Flip network to develop methodologies/tools for Mobile Support to implement at scale
  • Work with Head of Product and Consumer Experience to implement Salesforce Field Services/Goodyear AndGo software suites for tech optimization
  • Continuously advance Fleet Portal/Goodyear AndGo front-end to bring Goodyear Mobile requirements into development roadmap
  • Partner with Retail, Mobile Support, and Mobile Installation Logistics Excellence and Support (MILES) team to develop a complete network design and asset optimization plan/tool to support Amazon operations
  • Lead advancement of fleet maintenance software module within Goodyear AndGo, aiming to optimize run-to-failure (RTF) usage of mobile vans
• Special Projects:
  • Internal liaison between Mobile Field Operations, IT, and Consumer Experience to test/implement new concepts, services, and/or various special projects
  • Support technical implementation and Field Operations requirements development for Install for Others channel
  • Develop a full suite of Last Mile reporting and analytics development, partnering with IT and MILES to consolidate/enhance
  • Support the Mobile Fleet Manager in the continuous improvement of the Mobile van specifications/design ensuring continuous improvement

Required Education and Experience:

• Bachelor’s degree or in lieu of degree 12 years of field operations experience    
• 7 or more years of experience in field operations within logistics, fleet maintenance, distribution, last mile, auto care, and/or tire industries
• Logistics, warehousing, and shipping/receiving experience

Desired Skills and Abilities:

• Master's degree
• Strong management and operations experience
• Logistics software skills (including routing, mobile workflow apps, maintenance software, fleet management tools, etc.)
• Lean and Six Sigma skill set
• Strong oral and written communication skills
• Innovator and activator to bring new technology/processes to life
• Able to work in a results-oriented, fast-paced environment as part of a team
• Self-starter with willingness to be out in field operations over 50% of the time

Goodyear is one of the world's largest tire companies. It employs about 71,000 people and manufactures its products in 55 facilities in 22 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information.