Manager Level 1 Team

Job Description

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.

Working on a project of limited scale (annual revenue/budget typically < $1m, team size < 5), the Country Project Manager leads the Level 1 Agent team only, ensuring that processes, KPIs and service quality are fully aligned with both MSX standards and client expectations. The role focuses on:

• 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.
• Team leadership – Level 1 Agent team
• 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.
• Client and stakeholder management
• 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.
• Operational excellence and continuous improvement
• 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.

Qualifications

Essential

• 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).

Desirable

• 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.

Essential

• 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.

Desirable

• 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.

Essential

• Project management: Ability to plan, monitor and deliver small-scale projects to agreed timelines, scope and budget.
• Data analysis & reporting: Ability to collect, interpret and present operational and performance data (e.g. volumes, handling times, quality scores) to support decisions and actions.
• Process management: Ability to map, document and optimise Level 1 Agent processes to improve efficiency and service quality.
• Tools and systems:
• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Ability to work with CRM, ticketing, case management or contact centre tools (or similar business applications).
• Presentation skills: Ability to build clear, visually engaging presentations and deliver them confidently to internal and client audiences.

Desirable

• Experience with project management tools (e.g. MS Project, Smartsheet, or equivalent).
• Familiarity with business intelligence/reporting tools (e.g. Power BI, Tableau, or similar).
• Understanding of knowledge management tools and platforms used for Level 1 / contact centre operations.

Aligned with the MSX Project Manager I standard profile, the Country Project Manager – Level 1 Agent Team Lead is expected to demonstrate the following core skills:

• Stakeholder Management
• Collaborates effectively with a diverse range of internal and external stakeholders (client national teams, dealers, Technical Delegate organisation, internal MSX teams). Builds and maintains strong relationships, manages expectations and ensures requirements are understood and met.
• Project Management
• Manages the end-to-end delivery of the Level 1 Agent project in the assigned country, adhering to agreed timelines, budgets and scope. Creates and maintains project plans, timelines and milestones. Anticipates risks, redirects resources and escalates issues when necessary.
• Team Leadership & Motivation
• Leads, inspires and supports the Level 1 Agent team to deliver high performance and exceptional service. Provides clear direction, feedback and coaching, and creates an environment of accountability, trust and continuous learning.
• Meeting Management
• Plans and conducts effective meetings related to Level 1 Agent operations, with clear objectives, structured agendas and well-defined outcomes and actions. Ensures active participation of all relevant stakeholders.
• Process Improvement
• Identifies and implements process improvements in Level 1 Agent workflows to enhance efficiency and customer experience. Uses feedback and data to continuously refine processes.
• Planning & Organisation
• Plans effectively, considering timelines, dependencies, milestones and deliverables. Prioritises tasks, manages multiple parallel activities and meets deadlines consistently.
• Analytical Thinking & Problem Solving
• Uses data and factual information to understand operational issues, identify root causes and develop solutions. Supports Level 1 Agents in resolving complex or escalated cases through structured problem-solving.
• Communication & Presentation
• Communicates clearly and professionally in both written and verbal form. Adapts communication style to different audiences (Level 1 Agents, client stakeholders, management). Delivers engaging and impactful presentations.
• Initiative & Proactivity
• Acts without being prompted, anticipates potential issues in Level 1 operations and takes preventive action. Proposes new ideas and solutions, and goes beyond what is expected to improve results.
• Time Management
• Efficiently manages own workload and priorities, and supports the Level 1 Agent team in managing theirs. Handles multiple priorities and delivers results on time.
• Independence & Accountability
• Operates with a high degree of autonomy, taking ownership for decisions, actions and outcomes within the Level 1 Agent scope. Holds themselves and others accountable for agreed targets and standards.
• Digital & Computer Literacy
• Confident user of Microsoft Office and business systems, able to quickly learn and adopt new tools and platforms used in Level 1 operations.

Additional Information

Working pattern and location:

• Full time (Monday – Friday)
• Based in Coventry

What we can offer you:

• Competitive Salary
• Company Laptop
• Other company benefits include:
  • 25 days annual leave
  • Company contributory pension plan
  • Cash back health care scheme
  • Life assurance
  • Car salary exchange scheme
• Potential to progress within the company, with global opportunities updated regularly.

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.