In global support, we strive to provide our customers an outstanding ownership experience that fosters loyalty and promotes retention. We’re seeking a customer care manager to lead, mentor, and drive our customer service teams to deliver exceptional support. In this role, you will report directly to the global support director overseeing policies, workflows, and initiatives that maximize efficiency and customer satisfaction, while managing third-party relationships, department budgets, and KPIs to ensure seamless service delivery.

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YOU’LL HAVE THE OPPORTUNITY TO:

\n\nManage all aspects of customer service policies, objectives, and initiatives.\nProvide leadership and mentoring to supervisors, fostering a high-performing team environment.\nOversee the design and implementation of efficient workflows to maximize service quality and customer satisfaction.\nMonitor service metrics, KPIs, and volumes to develop standards, identify improvements, and adjust resource allocation.\nCollect and act on customer feedback to recommend and implement process changes within the organization.\nCollaborate with cross-functional teams to prepare customer service for future product releases.\nManage third-party service providers, ensuring alignment with service level agreements (SLAs), KPIs, and quality standards.\nOversee the customer service budget, making strategic recommendations and ensuring cost-effective operations.\nBuild and maintain strong relationships with third-party partners, ensuring alignment with BRP’s values and customer-focused goals.\nResolve escalated issues requiring coordination with internal and external stakeholders.\n\n

YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:

\n\nProven experience in customer service management or a related field.\nStrong leadership, mentoring, and organizational skills.\nDemonstrated success managing third-party providers or vendors and partnerships.\nAn analytical mindset with the ability to interpret data, track KPIs, and drive improvements.\nBudget management experience and the ability to align spending with strategic goals.\nExceptional problem-solving and decision-making abilities.\nStrong communication and collaboration skills to interface with internal and external stakeholders.\nA passion for delivering top-tier customer experiences.\n\n

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ACKNOWLEDGING THE POWER OF DIVERSITY

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BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

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For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning. 

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AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.

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Let’s start with a strong foundation — You want it, we have it:

\n\nAnnual bonus based on the company’s financial results\nGenerous paid time away\nPension plan\nCollective saving opportunities\nIndustry leading healthcare fully paid by BRP\n\n

What about some feel good perks:

\n\nFlexible work schedule\nA summer schedule that varies by department and location\nHoliday season shutdown\nEducational resources\nDiscount on BRP products\n\n

WELCOME TO BRP

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We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 20,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey. 

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