DEARDREE HARRISON
Commerce Twp,MI
Summary
Strategic executive leader with over 20 years of experience in transforming customer operations into business capabilities for global automotive organizations. Expertise in translating enterprise strategy into execution by aligning teams and technology around shared objectives. Focus on enhancing customer experience and navigating operational complexities to deliver sustainable solutions that create lasting value.
Overview
30
30
years of professional experience
Work History
Senior Manager, Group Customer Relations
Volkswagen Group of America
01.2023 - Current
- Provide executive oversight for customer operations supporting more than $27 million in strategic outsourced partnerships, guiding operational performance, contractual governance, customer experience, and long-term business continuity.
- Provide strategic leadership and customer experience development for enterprise customer operations supporting Volkswagen, Audi, and Porsche, overseeing customer operations strategy, enterprise vendor partnerships, workforce capabilities, connected services, roadside assistance, customer support, and operational performance.
- Lead enterprise transformation and outsourcing initiatives from strategic planning through implementation, including business case development, vendor selection, RFP strategy, contract negotiations, operational readiness, and ongoing governance.
- Influenced executive decision-making during high-impact operational initiatives by evaluating customer experience and organizational risk to ensure alignment with long-term business objectives.
- Strengthen customer operations supporting Volkswagen, Audi, and Porsche by aligning workforce strategy, operational planning, learning, reporting, and customer support capabilities with enterprise objectives.
- Represent customer operations in evaluating emerging technologies, including artificial intelligence, ensuring operational priorities and customer value remain central to enterprise modernization efforts.
- Partnered with Porsche Cars North America and Porsche Latin America to enhance customer interaction operations and support digital customer experience initiatives, reinforcing Porsche's premium ownership experience.
- Build collaborative, high-performing teams across Customer Relations, Information Technology, Brand Leadership, Purchasing, Legal, and external business partners to successfully implement enterprise initiatives and operational improvements by fostering accountability, continuous improvement, and operational excellence across diverse customer operations functions.
Manager, Group Customer Relations
Volkswagen Group of America
01.2016 - 01.2023
- Promoted to lead enterprise customer operations supporting Volkswagen, Audi, Porsche, and Electrify America during a period of significant organizational growth and transformation.
- Co-led operations for Volkswagen's TDI/Diesel Customer Remediation Program, coordinating cross-functional teams to execute visible customer initiative while ensuring operational continuity and customer satisfaction.
- Directed critical operational functions spanning workforce strategy, customer distribution, technology support, Salesforce business processes, and enterprise customer experience initiatives while partnering with executive leadership to strengthen operational performance across multiple brands.
- Partnered with executive leadership to establish and strengthen customer operations supporting Electrify America, helping build scalable contact center capabilities for a rapidly growing mobility business.
- Directed relaunch of 100 agent Porsche Customer Interaction Center, collaborating across brands to establish operating model aligned with premium customer experience expectations.
Operations Project Leader
Volkswagen Group of America
01.2012 - 01.2016
- Recognized for successfully leading enterprise technology and operational initiatives that connected business strategy with execution.
- Acted as the primary liaison between business leaders, technology teams, and customer operations, facilitating complex projects that supported organizational priorities.
- Led enterprise project initiatives that aligned technology with business goals.
- Led cross-functional projects involving technology, telephony, and customer operations, translating business objectives into practical operational solutions.
- Partnered with business leaders across Volkswagen Group brands to clarify strategic priorities, identify operational opportunities, and ensure project execution aligned with enterprise goals.
- Acted as the trusted connection between technical teams and business stakeholders, enhancing communication and reducing implementation risk.
- Coordinated projects to advance enterprise modernization, enhancing operational capabilities, facilitating technology integration, and streamlining customer support functions.
- Built a reputation for navigating complex initiatives that required collaboration across multiple departments, brands, and business partners.
Account / Operations Manager
GP Strategies
01.2008 - 01.2012
Operations Manager – Volkswagen Group of America
Perot Systems
01.2001 - 01.2008
TDY Project Manager – Key Safety Systems
Perot Systems
01.2004 - 01.2005
Senior Account Manager – Ford Motor Company
Marketing Associates
01.2000 - 01.2001
Service Relations Supervisor – General Motors
Electronic Data Systems (EDS)
01.1997 - 01.2000
Education
Master of Business Administration (MBA) -
Baker College
Bachelor of Business Administration (BBA) - undefined
University of Michigan–Flint
Skills
- Customer Experience Strategy
- Enterprise Customer Operations
- Business Transformation
- Operational Performance
- AI & Digital Transformation
- Strategic Planning
- Cross-Functional Leadership
Timeline
Senior Manager, Group Customer Relations
Volkswagen Group of America
01.2023 - Current
Manager, Group Customer Relations
Volkswagen Group of America
01.2016 - 01.2023
Operations Project Leader
Volkswagen Group of America
01.2012 - 01.2016
Account / Operations Manager
GP Strategies
01.2008 - 01.2012
TDY Project Manager – Key Safety Systems
Perot Systems
01.2004 - 01.2005
Operations Manager – Volkswagen Group of America
Perot Systems
01.2001 - 01.2008
Senior Account Manager – Ford Motor Company
Marketing Associates
01.2000 - 01.2001
Service Relations Supervisor – General Motors
Electronic Data Systems (EDS)
01.1997 - 01.2000
Bachelor of Business Administration (BBA) - undefined
University of Michigan–Flint
Master of Business Administration (MBA) -
Baker College