Owner Connections Process Lead

Job description

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE. Position Overview: The Owner Experience Process Lead identifies, investigates, and resolves complex owner issues and process breakdowns that affect the customer experience. Serving as a central coordinator, you connect the appropriate teams, systems, and business partners to address immediate concerns and determine why issues occur. Through root cause analysis, operational data, and stakeholder input, this role develops sustainable improvements that reduce recurring issues and owner friction. You will have the opportunity to influence cross-functional processes and improve the owner experience at scale. Successful candidates are naturally curious, action-oriented problem solvers who refuse to accept unresolved issues or inefficient processes. They thrive in ambiguous situations, challenge the status quo, and are motivated by creating meaningful operational improvements that enhance the owner experience at scale Key Responsibilities: • Monitor escalated owner cases and operational workflows to identify delays, bottlenecks, recurring issues, and process failure points. • Independently investigate complex owner issues using data, business processes, and stakeholder input to determine root causes. • Drive issue resolution by engaging appropriate business partners, coordinating work across functions, and maintaining accountability through completion. • Develop corrective action plans that address immediate owner concerns and underlying process deficiencies. • Analyze owner contacts, escalation trends, and operational data to identify systemic improvement opportunities. • Lead cross-functional process improvement initiatives that reduce owner friction and improve organizational efficiency. • Recommend enhancements to policies, systems, and workflows based on emerging trends and business insights. • Partner with business leaders to prioritize improvement opportunities, build alignment, and implement sustainable changes. • Escalate risks, barriers, and unresolved issues as necessary to support timely owner outcomes. • Provide concise, timely updates to the Polaris Leadership Team, including relevant background, recommendations, and action items. • Measure the effectiveness of implemented solutions and identify opportunities for additional improvement. • Create and maintain processes, standard operating procedures, and knowledge resources that help reduce future escalations. Desired Competencies: • Problem Solving: You identify issues, assess root causes, and implement practical solutions that balance speed, quality, and risk. • Collaboration: You work effectively with others across functions and levels, contributing to shared goals while respecting different perspectives. • Customer Focus: You prioritize the needs of internal or external customers and use feedback and data to improve outcomes, processes, or experiences. Qualifications: • Experience leading process improvement initiatives, operational excellence projects, or continuous improvement efforts. • Demonstrated ability to identify root causes and implement sustainable corrective actions. • Strong systems-thinking skills with the ability to connect individual customer issues to broader organizational processes. • Strong communication and facilitation skills, including the ability to simplify complex information and build understanding across organizational levels. • Demonstrated ability to influence and drive accountability across multiple business functions without direct authority. • Ability to work effectively in ambiguous situations and navigate complex organizational environments. • Proactive, curious approach to identifying unresolved issues and improving existing processes. • This position is not eligible for sponsorship. #LI-BM1 The starting pay range for Minnesota is $73,000 to $96,000 per year. Individual salaries and positioning within the range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills, and geography. While individual pay could fall anywhere in the range based on these factors, it is not common to start at the high end or top of the range. To qualify for this position, former employees must be eligible for rehire, and current employees must be in good standing. We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today! At Polaris we put our employees first, by offering a holistic approach to their health and financial wellbeing. Polaris is proud to offer competitive compensation, including a market-leading profit-sharing plan that is fundamental to our pay-for-performance culture. At Polaris, employees are owners of the company through company contributions to our Employee Stock Ownership Plan and discounted employee stock purchases plan. Employees receive a generous matching contribution to 401(k), financial wellness education and consultation to plan for their financial future. In addition to competitive pay, Polaris provides a comprehensive suite of benefits, including health, dental, and vision insurance, wellness programs, paid time off, gym & personal training reimbursement, life insurance and disability offerings. Through the Polaris Foundation and our Polaris Gives paid volunteer time off, we support employees who actively volunteer their time, efforts, and passions to improve the health and wellbeing of the communities in which they live, play and work. Employees at Polaris drive our success and are rewarded for their commitment. About Polaris As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and