Operations Manager - Customer Care

Stellantis • Auburn Hills, MI

13d

About The Position

MOPAR Customer Care handles ~2M inbound contacts from Stellantis customers about
our brands. Our customers call or chat with pre-sale questions and post-sale
inquiries about recalls, scheduling dealer appointments, vehicle concerns and
warranty coverage. The Level 1 Operations Manager will partner with external
vendors to provide operational oversight and ensure the successful execution of
key performance indicators (KPIs), including Net Satisfaction (NSAT), Service
Level, First Call Resolution, and Average Handle Time. This role will lead
Continuous Improvement meetings, document actionable steps, and hold
stakeholders accountable for driving initiatives that enhance performance and
customer experience. Benchmarking of the best-in-class inbound call center
performance attributes and full adoption and implementation of future
technologies and innovations per our customer care Want to Be plan is an
important responsibility of this role.

Requirements

• Bachelor's degree
• Self-directed
• Strategic thinker
• Minimum of 5+ years of call center or business-related experience
• Excellent organization, written and oral communication skills
• Business process optimization experience
• Experience analyzing quality aspects of any process or operation
• Previous supervisory experience or strong background in operations of any kind
• Customer experience focused leader able to develop and implement new initiatives
• 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

Nice To Haves

• Master’s degree
• Experience in customer relations and or customer service
• Process-focused and able to drive efficiency across supplier teams
• Proficient with Salesforce Compass, Power BI Dashboards and Excel
• Certification in project management and data analytics
• Demonstrated ability to coach/mentor/develop team members
• Previous experience working with suppliers
• Experience with Salesforce/Compass
• Understanding of NSAT performance and improvement

Responsibilities

• Operational Leadership: Oversee daily call center operations, ensuring adherence to KPIs, SLAs, and quality standards.
• Team Management: Lead and mentor BPO supervisors and agents, fostering a culture of performance and continuous improvement.
• Performance Monitoring: Analyze call center metrics, identify trends, and implement strategies to optimize productivity and customer satisfaction. The focus is on 80%/20% service level and direction to the team to adjust and maintain this metric to target consistently is a key to the success of level 1.
• Client Relationship Management: Serve as the primary liaison between the BPO part/20%ner and internal stakeholders, ensuring alignment on goals and expectations.
• Process Improvement:  Lead Continuous Improvement meetings to drive initiatives to enhance workflows, reduce operational costs, and improve service delivery.
• Quality Assurance: Work with the Stellantis Management team and BPO suppliers to make sure the quality monitoring results are being leveraged by operations and included into daily control of operational standards and implementation of systemic improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees