Customer Operations - Support and Regulatory Compliance

Stellantis • Auburn Hills, MI

23h

About The Position

The Software Customer Operations team within the Global Operations & Customer
Support organization is seeking a customer‑obsessed, solutions‑oriented
professional to ensure timely resolution of customer issues and effective
support of commercial and market needs across the software business.

In this role, you will stay current on all customer-impacting regulations
related to software and connected services and work closely with internal
stakeholders to ensure full compliance—both technically and operationally—across
all connectivity platforms.

This highly collaborative position will engage with a wide range of internal and
external partners, including Customer Care, Platform Operations, Problem
Management, ICT, Business Management, Subscription Management, Marketing, STAR,
Corporate Security, Legal, and Company Car teams. Together, you will work to
swiftly address issues that affect customer experience, safeguard compliance,
and support the ongoing evolution of the company’s software and connected
services ecosystem.

Requirements

• A Bachelor’s degree
• Minimum of 5 years of experience
• Experience in supporting federal/state regulations impacting connected vehicles
• Proficient in MS-Office and working knowledge of Salesforce, Jira, ServiceNow or other related tools
• Strong analytical, problem solving, organizational, and communication skills
• Ability to prioritize and multi-task a variety of issues while maintaining strict deadlines.
• Willingness to provide occasional support after hours and/or on weekends

Nice To Haves

• Two (2) plus years of experience in customer care and/or Telematics/Connectivity program at an auto OEM
• Working knowledge of Telematics and Connectivity related technologies and features including Bluetooth, Apple CarPlay/Android Auto, In-Vehicle Wi-Fi, Amazon Alexa, Google Home, Mobile App, Remote Services, FOTA/AOTA and other emerging connected services features.
• Working with legal and technical teams in implementing regulations related to connected vehicles

Responsibilities

• Oversee customer case management by reviewing cases, incidents and problems, ensuring timely updates and prompt resolution of customer-impacting issues.
• Serve as a primary liaison between Customer Care and technical teams, providing clear feedback on customer issues, recurring pain points, and feature enhancement opportunities.
• Track and document all federal and state regulations related to connected vehicles, ensuring compliance across platforms, systems, and support processes.
• Support Customer Care, ICT, and Salesforce teams in the implementation of new tools, technologies, and system enhancements that improve operational efficiency, reporting accuracy, and cost performance.
• Partner with Brand Media teams to ensure vehicles are connectivity-ready for media events and support JD Power evaluations of connected services.
• Respond to inquiries and escalations from Dealers, Corporate Security, Company Car, STAR teams, and Executive channels in a timely and professional manner.
• Validate and approve In‑Vehicle Messaging (IVM) and Push Notification campaigns, ensuring technical accuracy, customer care readiness, and stakeholder alignment prior to launch.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level