Customer Engagement Center (CEC) - Care Operations Program Lead

The Customer Engagement Center (CEC) CARE Operations Program Lead is responsible for leading end-to-end Customer Care operations across Level 1 (Inquiries/Assistance) and Level 2 (Claim Management) teams, ensuring delivery of a best-in-class customer experience aligned with Stellantis brand standards. This role oversees complex complaint handling, multi-touch case management, and escalations requiring cross-functional coordination, while ensuring strong supplier performance, SLA adherence, and continuous improvement. The role is critical to protecting customer satisfaction, regulatory compliance, and brand reputation through disciplined case progression, documentation integrity, and timely resolution. The role will manage the supplier operations and utilization of all channels of customer communication (i.e. click to call from chat, direct phone support, SMS messaging, IVR, chatbot automation, etc.) and be able to oversee / offer a smooth, omni channel approach to interact with customers.

The Program Lead will be responsible for Stellantis Operations Managers, and respective Supplier Call Center Leadership in the daily operation and future planning for all CEC lines of business. Lead CARE contact center operations across supplier partners, ensuring adherence to Statements of Work (SOW) and service delivery expectations. The successful candidate will be required to ensure adherence to structured case lifecycle management, CRM documentation standards, compliance requirements and escalation to issue owner groups.

This role will require a motivated, self-starter who will find new ways to deliver an exceptional customer experience in an arena that is transforming with a significant shift in technology advancement using AI and Business Process Automation. Taking ownership of the brand's objectives to generate revenue outside of our traditional dealership experience will truly be a difference maker for the future of customer care.

Roles & Responsibilities:

• Contact Center Vendor Management
• Capacity Planning & Staffing Authorization
• KPI Performance Management (Service Levels, Average Handle Times, Net Satisfaction Scores - NSAT, Lead Conversion, Revenue Generation, etc.)
• Understanding of forecast planning of connected vehicle production and sales volumes for short and long term workforce management purposes
• Drive supplier performance and accountability for Service Level Agreements (SLA), KPIs, case progression, and documentation quality.
• Oversee Claim Management, ensuring structured triage, investigation, escalation, and resolution.
• Support workforce planning and capacity alignment with demand across Inquiry and Claim case volumes.
• Partner with Quality and Training teams to enhance agent capability in complaint handling, investigation, and customer engagement.
• Ensure escalations do not remove ownership or accountability for case resolution.
• Partner cross-functionally with Field Operations, Supply Chain, Technical Service Operations, dealers, and other stakeholders to resolve complex issues.
• Develop and execute reporting to root cause and drive continual process improvements Assist in quality assurance assessment form development and redesign
• Assessment process development and administration
• Manage findings and drive actions for improvement from call listening sessions
• Benchmarking of internal Stellantis CC organizations and external companies
• Derive program insights and drive action upon results from Speech to Text Analytics
• Invoice Review & Reconciliation
• New Model Launch support

Basic Qualifications:

• Bachelor's degree required
• Minimum 10 years of workforce management experience in a call center environment
• Excellent organization, written and oral communication skills
• Business process optimization experience
• Experience analyzing quality aspects of any process or operation
• Ability to organize and communicate problem solving techniques into visual displays and presentations for all levels of the organization
• Ability to work in small teams with both leadership and operational level team members
• Proficient with Teams, Outlook and other Microsoft Applications, PowerPoint and Excel

Preferred Qualifications:

• Master's Degree (MBA or other related sales and marketing degree preferred)
• Vendor Management
• SOW design and development
• Experience in customer relations and or customer service
• Self-directed, strategic thinker
• Experience in executive level presentation and responses
• Process-focused and able to drive efficiency across supplier teams
• Experience in sales and or dealer operations would be an asset
• Proficient with Salesforce Compass, Power BI Dashboards and Excel

The Customer Engagement Center (CEC) CARE Operations Program Lead is responsible for leading end-to-end Customer Care operations across Level 1 (Inquiries/Assistance) and Level 2 (Claim Management) teams, ensuring delivery of a best-in-class customer experience aligned with Stellantis brand standards. This role oversees complex complaint handling, multi-touch case management, and escalations requiring cross-functional coordination, while ensuring strong supplier performance, SLA adherence, and continuous improvement. The role is critical to protecting customer satisfaction, regulatory compliance, and brand reputation through disciplined case progression, documentation integrity, and timely resolution. The role will manage the supplier operations and utilization of all channels of customer communication (i.e. click to call from chat, direct phone support, SMS messaging, IVR, chatbot automation, etc.) and be able to oversee / offer a smooth, omni channel approach to interact with customers.

The Program Lead will be responsible for Stellantis Operations Managers, and respective Supplier Call Center Leadership in the daily operation and future planning for all CEC lines of business. Lead CARE contact center operations across supplier partners, ensuring adherence to Statements of Work (SOW) and service delivery expectations. The successful candidate will be required to ensure adherence to structured case lifecycle management, CRM documentation standards, compliance requirements and escalation to issue owner groups.

This role will require a motivated, self-starter who will find new ways to deliver an exceptional customer experience in an arena that is transforming with a significant shift in technology advancement using AI and Business Process Automation. Taking ownership of the brand's objectives to generate revenue outside of our traditional dealership experience will truly be a difference maker for the future of customer care.

Roles & Responsibilities:

• Contact Center Vendor Management
• Capacity Planning & Staffing Authorization
• KPI Performance Management (Service Levels, Average Handle Times, Net Satisfaction Scores - NSAT, Lead Conversion, Revenue Generation, etc.)
• Understanding of forecast planning of connected vehicle production and sales volumes for short and long term workforce management purposes
• Drive supplier performance and accountability for Service Level Agreements (SLA), KPIs, case progression, and documentation quality.
• Oversee Claim Management, ensuring structured triage, investigation, escalation, and resolution.
• Support workforce planning and capacity alignment with demand across Inquiry and Claim case volumes.
• Partner with Quality and Training teams to enhance agent capability in complaint handling, investigation, and customer engagement.
• Ensure escalations do not remove ownership or accountability for case resolution.
• Partner cross-functionally with Field Operations, Supply Chain, Technical Service Operations, dealers, and other stakeholders to resolve complex issues.
• Develop and execute reporting to root cause and drive continual process improvements Assist in quality assurance assessment form development and redesign
• Assessment process development and administration
• Manage findings and drive actions for improvement from call listening sessions
• Benchmarking of internal Stellantis CC organizations and external companies
• Derive program insights and drive action upon results from Speech to Text Analytics
• Invoice Review & Reconciliation
• New Model Launch support