At a Glance
- Tasks: Lead and manage Level 1 Agent operations, ensuring top-notch service delivery.
- Company: Join MSX, a global leader in automotive solutions with over 30 years of experience.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Collaborative culture focused on innovation and continuous improvement.
- Why this job: Make a real impact in the automotive industry while developing your leadership skills.
- Qualifications: Experience in project management and team leadership, preferably in automotive or customer service.
The predicted salary is between 40000 - 50000 € per year.
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
At MSX, we exist to empower movers and makers to thrive in an ever-changing world by harnessing our expertise and creativity to deliver exceptional services powered by technology and innovative solutions. The Country Project Manager – Level 1 Agent Team is responsible for the successful deployment and performance of the Level 1 Agent operations in their assigned country.
- Managing the end-to-end delivery of the Level 1 Agent service in-country.
- Coordinating and coaching the Level 1 Agents to secure high quality support to the network.
- Ensuring strong collaboration with the client’s national team, the Technical Delegate organisation and central MSX stakeholders.
- Driving continuous improvement, innovation and incremental revenue opportunities within the Level 1 Agent scope.
This role is the primary in-country point of contact for project performance related to the Level 1 Agent activities.
Project delivery and governance – Level 1 Agent scope- Deliver all agreed project KPIs and key objectives for the Level 1 Agent operations in the country.
- Build, maintain and communicate a clear governance model for the Level 1 Agent service, aligned with the central framework and with the Technical Delegate area where relevant.
- Conduct and chair regular performance reviews (internal and with the client) focusing on Level 1 Agent service quality, case handling, response times and customer satisfaction.
- Produce, analyse and present clear and concise operational and analytical reports for the Level 1 Agent activity, ensuring performance is tracking against KPIs, SLAs and targets.
- Use performance data and feedback to identify improvement opportunities, define corrective actions and implement improvement plans where performance is below target.
- Oversee quality control of all Level 1 Agent deliverables, assuring adherence to client requirements, MSX business, brand and safety standards.
- Monitor market and network trends (technical, operational and customer-related) that impact Level 1 Agent operations, ensuring the service remains relevant and best-in-class.
- Manage and coordinate the launch and follow-up of tactical campaigns or specific initiatives involving Level 1 Agents in the country.
- Support central MSX and client teams in defining and piloting enhanced Level 1 Agent services and solutions that support future growth of the programme.
- Lead, manage and coach the Level 1 Agent team in the country, providing clear direction, priorities and day-to-day operational guidance.
- Set performance expectations and objectives for Level 1 Agents; monitor achievement and provide regular feedback.
- Conduct annual and interim performance reviews for Level 1 Agents, and develop individual development and performance improvement plans.
- Ensure effective onboarding, training and upskilling of Level 1 Agents, in line with MSX and client standards and procedures.
- Ensure consistent use of agreed tools, processes, documentation and knowledge bases within the Level 1 Agent team.
- Foster a culture of collaboration, problem-solving and continuous improvement, encouraging the sharing of best practices across Level 1 Agents and with the Technical Delegate organisation where appropriate.
- Support Level 1 Agents in handling escalated or complex cases, helping to remove operational roadblocks and managing internal or client escalations related to Level 1 activities.
- Act as the primary operational interface for the national team for the Level 1 Agent project in the country.
- Build strong, trust-based relationships with client contacts, dealer/network representatives, the Technical Delegate structure and internal MSX stakeholders.
- Ensure the maintenance of the client’s business, brand and safety standards in all Level 1 Agent activities.
- Understand and capture stakeholder requirements and expectations (client, dealers, Technical Delegate organisation, internal MSX) and translate them into actionable plans for the Level 1 Agent team.
- Prepare and present business cases, performance reviews and recommendations to support the development and optimisation of the Level 1 Agent service.
- Manage Level 1 Agent-related initiatives from initial scoping and planning through to implementation and stabilisation in the country.
- Contribute to medium‑ and long‑term strategic planning for the programme, ensuring Level 1 Agent operations remain competitive and aligned with future business needs.
- Identify process gaps and inefficiencies in the Level 1 Agent workflows; design and implement process improvements to enhance efficiency, quality and customer satisfaction.
- Drive the adoption of standard operating procedures and quality standards defined at central level for Level 1 Agents.
- Promote innovation in tools, reporting, communication and ways of working to improve Level 1 Agent service delivery.
- Benchmark Level 1 Agent performance across regions/countries and implement best practices locally.
- Proven experience in managing projects or programmes, ideally in the automotive or mobility sector, customer service or technical support environment.
- People management experience (leading small operational teams, including performance management and coaching).
- Professional experience in technical support, customer care, aftersales, sales, marketing or business development.
- Demonstrable track record of meeting or exceeding operational targets and KPIs.
- Experience in coordinating cross‑functional activities and working with multiple stakeholders (client and internal).
- Experience as a Project Manager (or similar) leading client-facing projects.
- Experience in budget and forecast preparation, and financial tracking of project performance.
- Experience in launching new services or programmes and managing roll‑outs or pilots.
- Experience in process improvement, including using data to identify improvement opportunities and to measure impact of changes.
- Experience with contact centre, helpdesk or case management operations, preferably within the automotive sector.
- Good understanding of project management principles, including planning, governance, risk management and reporting.
- Solid understanding of customer service or support operations, ideally in an automotive, mobility or technical environment.
- Awareness of basic marketing and communication principles relevant to programme adoption and stakeholder engagement.
- Knowledge of performance management concepts (KPIs, SLAs, quality metrics) applied to service operations.
- Knowledge of automotive technologies, service processes and dealer/network structures.
- Familiarity with OEM and dealer operations, particularly in relation to customer care and technical assistance flows.
- Ability to plan, monitor and deliver small-scale projects to agreed timelines, scope and budget.
- Data analysis.
Automotive Manager Level 1 Team employer: MSX International
At MSX, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration are at the forefront. Our commitment to employee growth is evident through comprehensive training programmes and clear career progression paths, ensuring that our team members thrive in their roles. Located in a vibrant area, we offer unique advantages such as flexible working arrangements and a supportive environment that empowers our employees to make a meaningful impact in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Automotive Manager Level 1 Team
✨Tip Number 1
Network like a pro! Get out there and connect with people in the automotive industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching MSX and its operations. Understand their values and how they empower movers and makers. Tailor your responses to show how your experience aligns with their mission and the Level 1 Agent role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. Focus on articulating your achievements and how you’ve driven performance in previous roles. This will help you feel more confident when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the MSX team and contributing to their innovative solutions.
We think you need these skills to ace Automotive Manager Level 1 Team
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in project management and the automotive sector. We want to see how your skills align with our needs, so don’t hold back on showcasing your achievements!
Showcase Your People Skills:Since this role involves leading a team, it’s crucial to demonstrate your people management experience. Share examples of how you've coached or developed team members in the past – we love to see that kind of leadership!
Be Data-Driven:We’re all about continuous improvement, so if you have experience using data to drive decisions or improve processes, make sure to include that in your application. Highlight any KPIs or targets you’ve met or exceeded!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at MSX International
✨Know Your Stuff
Make sure you understand the automotive industry and MSX's role in it. Brush up on key terms related to sales performance, repair optimisation, and customer engagement. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
As a potential Level 1 Team Manager, it's crucial to demonstrate your people management abilities. Prepare examples of how you've successfully led teams, coached individuals, and driven performance improvements in previous roles. Highlight your approach to fostering collaboration and problem-solving.
✨Be Data-Driven
Since the role involves analysing performance data and identifying improvement opportunities, be ready to discuss your experience with data analysis. Bring examples of how you've used data to make decisions or improve processes in past projects, especially in customer service or technical support.
✨Build Rapport with Stakeholders
MSX values strong relationships with clients and stakeholders. Think of instances where you've successfully managed client expectations or collaborated with cross-functional teams. Be prepared to discuss how you would build trust and communicate effectively with various stakeholders in this role.
