Operations Manager - Customer Care

Customer Care - Operations Manager:

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.

Key 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.

A Typical Day as an Operations Manager May Include:

• Analyzing Performance: Review the previous day's Key Performance Indicators (KPIs) and develop or implement action plans to drive improvement.
• Governance Meeting Facilitation: Lead the Level 1 performance reviews indicated in the SOW, including Performance Escalation Process if needed per metric adherence.
• Managing Staffing: Assess and approve staffing levels to ensure service level commitments are met.
• Collaborating with Team Leaders: Conduct meetings to address open issues and evaluate challenging calls, identifying opportunities for process enhancements.
• Resource Planning: Partner with site leadership to monitor contact volumes and make adjustments to resource allocation and staff productivity as needed.
• Driving Quality: Participate in quality monitoring sessions, including call listening and case calibration, and lead performance improvement through targeted training and process optimization.

This Role Might Be a Great Fit If You:

• Enjoy Problem-Solving: You thrive on identifying process or performance gaps and developing creative solutions. You stay calm under pressure and persist until you find the right answer.
• Love Helping People: You take pride in guiding advisors, specialists, and team leads toward those "lightbulb" moments. You remain cool-headed and supportive, even in challenging situations.
• Adapt Quickly: You embrace change and learn fast. When priorities shift, you know how to pivot and keep moving forward.
• Communicate Clearly: You excel at explaining complex ideas in simple terms, whether in writing or over the phone. Strong written and verbal communication skills are second nature to you.
• Take Initiative: You're a motivated self-starter who looks for new ways to deliver an exceptional customer experience. You take ownership of issues and performance outcomes, making a real impact.

Basic Qualifications:

• 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

Preferred Qualifications:

• 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