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The Contact Center Operations Manager for MVP, Outbound, and Dealer Services within NA Customer Care serves as the primary liaison between Stellantis and its contact center suppliers. This role is accountable for key performance indicators (KPIs) such as NSAT, Service Level, Average Handle Time (AHT), and Days to Close. The manager ensures optimal staffing, drives continuous improvement, and fosters strong supplier relationships. This newly expanded position also leads Dealer Services operations, ensuring compliance with the Statement of Work (SOW) and analyzing performance metrics, including Net Promoter Score (NPS) results. The ideal candidate is a proactive, self-motivated leader focused on delivering exceptional customer experiences and driving innovation across non-core contact center functions.
