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Senior, Emergency Roadside Service Analyst
Company Overview
Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone West” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.
Job Category
Position Summary
Responsibilities
An internal teammate has been identified as a preferred candidate for this role. While all applications will be reviewed, the hiring manager may choose not to hold interviews and select the preferred candidate. In this case, all internal applicants will be notified of the decision.
Customer Operations Support
- Serve as a frontline support resource for customer inquiries, escalations, and service issues.
- Monitor and analyze customer service metrics to identify trends and recommend improvements.
- Collaborate with cross-functional teams (e.g., billing, dispatch, technical support) to resolve customer concerns.
- Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems.
- Support onboarding and training of new customer service representatives.
Emergency Roadside Service (ERS) Liaison
- Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met.
- Coordinate real-time responses to roadside incidents, ensuring timely dispatch and resolution.
- Monitor ERS performance metrics and provide regular reporting to leadership.
- Develop and maintain ERS protocols and escalation procedures.
Operational Analysis & Performance Management
- Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service levels, exception trends).
- Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions.
- Monitor provider and vendor performance, identifying opportunities for optimization and consistency.
- Develop and maintain performance scorecards, reporting tools, and insights for leadership.
Process Improvement
- Lead continuous improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization.
- Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices.
- Manage or contribute to ERS-related projects, pilots, and technology enhancements.
Incident & Exception Management
- Analyze service failures, escalated incidents, and customer-impacting issues; provide resolution recommendations.
- Support risk mitigation strategies and ensure compliance with safety, service, and operational standards.
- Serve as an escalation point for complex or high-priority roadside events.
Data Reporting & Insights
- Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making.
- Collaborate with reporting team to build and automate advanced reports using tools such as Excel, Power BI, Tableau, or internal BI platforms.
- Translate operational data into actionable insights for teams and partners.
Stakeholder Collaboration
- Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations.
- Provide coaching, technical guidance, and training to junior analysts and ERS team members.
- Represent ERS in cross‑functional meetings and strategic planning sessions.
Minimum Qualifications
- Bachelor’s degree in Business, Operations, Analytics, or a related field (or equivalent experience).
- 3–5+ years of experience in Emergency Roadside Service, dispatch operations, customer operations, or service delivery analytics.
- Experience supporting high-volume operations and service providers is strongly preferred.
Technical Skills
- Proficiency in Excel (advanced formulas, pivot tables), data visualization tools, and dispatch platforms.
- Strong analytical and problem‑solving abilities.
- Experience with performance reporting, forecasting, and operational modeling.
Core Competencies
- Strong sense of urgency and ability to perform effectively in time-sensitive environments.
- Excellent communication and presentation skills.
- Ability to manage multiple priorities and work with cross-functional teams.
- Detail-oriented with strong organizational and critical-thinking skills.
At Bridgestone, you are Free to Be
We believe people can only provide superior service and quality to others when they bring their whole self to work. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you are made of, because who you are is what we need.
What we offer
At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will provide you:
A supportive and engaging onboarding experience to ensure a smooth transition into our team.
The opportunity to develop and grow, through training and regular mentorship.
Corporate Social Responsibility activities.
A truly global, dynamic and challenging work environment.
Agility and work/life effectiveness and your long-term well-being.
A diverse and inclusive team.
Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.
Employment Eligibility
If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.
