Let's shape the future together
We're shaping our business around people. While our cars embrace leading-edge technologies, we never employ technology for its own sake. Quite the opposite. Instead, our focus is on adapting technology to benefit people. This philosophy extends to the sales and customer experience we aim to deliver. Do you want to be a part of creating the exciting solutions of tomorrow's mobility Then look no further, join us.
Let's introduce ourselves
Customer Care is an enthusiastic and dynamic organization within Volvo Cars, providing consumers with premium customer care by engaging them with our products, services, and offers. We build high-quality, long-lasting relationships with our consumers and play an essential role in supporting them throughout their journey with us.
What You'll Do
As the Head of APEC Hub Customer Care , you will define the strategic direction and lead the delivery of a consistent, high-quality customer experience across all interactions, spanning voice and digital channels. You are accountable for ensuring every customer engagement reflects a human, engaging, and efficient experience that consistently meets and exceeds expectations.
Operating within a global, matrixed environment, you will partner closely with the markets supported by the hub to align on priorities, performance expectations, and customer outcomes. You will serve as a key connector between markets and delivery, ensuring customer experience strategies are effectively translated into operational execution.
A critical component of this role is the end-to-end ownership of outsourced (BPO) operations. You will establish strong governance, performance management, and partnership models with external vendors to ensure alignment to company standards, drive accountability, and deliver consistent, high-quality outcomes at scale.
You will bring deep expertise in contact center operations, vendor management, and transformation to build a high-performing, customer-centric organization that balances experience, efficiency, and cost.
- Lead end-to-end customer care operations across both in-house teams and BPO partners, owning performance across quality, KPIs, productivity, and workforce utilization.
- Establish and oversee BPO governance, ensuring strong vendor performance, contractual adherence, and alignment to customer experience standards.
- Partner with regional markets and cross-functional stakeholders to align on priorities, service delivery expectations, and customer outcomes.
- Drive workforce and capacity strategies in collaboration with WFM and BPO partners to ensure optimal coverage in a multi-market, multi-channel environment.
- Define and execute strategies to improve efficiency, elevate customer satisfaction, and optimize cost across all operations.
- Lead performance management through clear KPI frameworks, business reviews, and data-driven continuous improvement initiatives.
- Identify opportunities to expand and evolve the hub delivery footprint, including BPO strategy, market support, and language capabilities.
- Own financial planning and vendor cost management, ensuring effective forecasting and cost optimization.
What You'll Bring
- 10+ years experience and effectiveness in managing call center operations. Executing on high quality/cost effectiveness
- University degree or equivalent work experience
- Proven leadership experience from leading teams
- Proven excellence in executing the fundamentals of effective recruiting, training, and operational management
- Business acumen, combining a mix of automotive and other experience
- Passionate in offering superlative customer experiences by weeding out poor processes and able to prioritize CX improvements based on impact, cost, and volume.
Volvo Cars. For Life.
For nearly a century, Volvo Cars has empowered people to move freely in a personal, sustainable and safe way. Today, we are driving bold advancements in electrification, sustainability and automotive safety. To realise our ambitious vision, we are seeking innovative minds who are ready to tackle the challenges of tomorrow – today.
At Volvo Cars, we believe extraordinary things are achieved by ordinary people with a passion for making a difference. If you're inspired by the opportunity to help redefine the future of mobility, we invite you to be part of our journey.
Ready to take the next step
Submit your CV in English and tell us why you're the ideal candidate for a role at Volvo Cars. Applications must be received no later than [20th of may 2026]. You will receive a confirmation email after your submission.
For questions regarding the recruitment process, please contact Recruiter Camilla Helgesson at [Confidential Information]. For specific questions about the position, please reach out to Hiring Manager William V Casey at [HIDDEN TEXT].
As part of the recruitment process, the final candidates will undergo a background check.
We welcome your application!
