Dispute Resolution Manager

Volvo Car Corporation•Mahwah, NJ

64d•Onsite

About The Position

Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market, ensuring rapid, compliant, and customer-centric outcomes on high-impact cases. This role uses structured triage, root-cause learning, and durable countermeasures to prevent reoccurrence. Note: All Dispute Resolution Team Members will have a dotted line reporting relationship to this position

Requirements

Bachelor Degree in Engineering, Business, or related experience (advanced degree a plus).
5–10+ years in automotive service quality, warranty, customer care operations, or product compliance with measurable outcomes in escalations/disputes.
Demonstrated experience running structured escalation frameworks and preparing cases for executive decision forums.
Operational knowledge of ADR pathways and settlement levers in a warranty/consumer context.
Familiarity with ISO 9001 processes and audit evidence requirements.
Strong analytics and storytelling skills; ability to turn noisy case data into clear priorities and actions.

Nice To Haves

Experience with Business Continuity constructs (BIA, critical impact lists, RTO/MAO).
Exposure to U.S. automotive compliance and authority interactions.
Background in continuous improvement/Lean problem solving.

Responsibilities

Ensure timely escalation and resolution of potential high-impact issues, preparation of fact-based case reports, and decision readiness for leadership reviews.
Consolidate insights from customer care, roadside assistance, warranty data, and technical reports to inform decisions.
Chair cross functional team meetings to review and mitigate active cases
Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists, settlements), balancing customer satisfaction, regulatory adherence, and cost.
Build standardized SOPs or Operations Manuals for mediation, arbitration, and litigation support.
Establish an Alternative Dispute Resolution (ADR) operating process with Legal and Customer Care, including quality of filings, timeliness, and settlement criteria.
Convert dispute and critical case signals into root-cause learning and preventive actions (technical journals, service guidance, retailer enablement) in collaboration with Technical Support
Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support (RTS) and field teams to improve case quality, clarity, and cycle time.
Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action).
Integrate Business Continuity principles for critical activities, ensuring continuity of dispute operations during disruptions.
Co-develop cross functional KPIʼs and priorities with involved business units
Develop a dispute analytics dashboard (warranty, buyback/trade-assist, customer care signals) with weekly trend reviews and monthly executive reporting.
Track and improve: cycle time to resolution, buyback/trade-assist count & cost, re-occurrence rate, and customer satisfaction outcomes.