Operations Manager

Job Description:

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.

Key Responsibilities:
Daily, weekly, and monthly responsibilities include but are not limited to:

• Analyze and report on weekly/monthly KPIs
• Lead operations and workforce management meetings
• Conduct regular vendor performance reviews
• Facilitate North America MVP and Outbound performance meetings
• Host continuous improvement workshops and track actions
• Conduct call listening sessions for quality assurance
• Manage and delegate misdirected cases
• Monitor Salesforce dashboards for agent and case manager performance
• Approve customer satisfaction credit memos beyond vendor limits
• Build and maintain Salesforce reports for operational support
• Collaborate with Training and Knowledge teams on content development
• Partner with Brands and Customer Experience teams on outbound campaigns
• Provide feedback to stakeholders on campaign performance
• Coordinate with MVP stakeholders on issues, improvements, and subscriptions

Additionally, the manager may collaborate with ICT to design and implement process optimization solutions using Salesforce and Genesys. Strong data analytics skills are essential for identifying trends and driving improvements, including collaboration with the vehicle quality team to enhance infotainment, mobile apps, and websites.

The manager is also responsible for communicating insights and urgent updates to stakeholders and customer care leadership. This role plays a key part in supporting future sales initiatives and enhancing revenue opportunities beyond traditional dealership channels.

Basic Qualifications

• Bachelor's degree
• 5+ years of related experience
• Strong organizational, written, and verbal communication skills
• Experience in business process optimization
• Analytical skills with a focus on quality improvement
• Ability to present problem-solving strategies visually and effectively
• Supervisory or operational leadership experience
• Collaborative team player across leadership and operational levels
• Proficiency in Microsoft Teams, Outlook, PowerPoint, and Excel

Preferred Qualifications:

• Background in customer relations or service
• Certifications in project management and data analytics
• Proven ability to coach and develop team members
• Experience working with external suppliers
• Familiarity with Salesforce/Compass
• Understanding of NSAT performance metrics and improvement strategies