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Customer Care Manager - Maserati Americas
#2017381
Auburn Hills, Michigan, United States
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Job Description
The Customer Care Manager leads the strategy and execution of customer support across the Americas, ensuring a luxury experience from first contact to final resolution.
This role oversees Call Center Operations, Case Management Reporting & Analytics, and Buyback Operations, while serving as the primary liaison with the Legal Department for high-risk US matters, including Lemon Law, Arbitration and Magnuson-Moss claims.
Key Responsibilities
Lemon Law & Buyback (BB) Management, mainly US focus, but not limited to:
Lead resolution of dealer and customer complaints, preventing escalation to arbitration or litigation
Analyze high-risk cases with Italy and the other Aftersales teams (Operations, Technical, Supply Chain, Warranty) by repair attempts, days down, critical models, to determine the most appropriate actions to take
Interface directly with legal counsel to mitigate financial liability
Liaise with Italy for buyback and compensation negotiations' authorization
Oversee the buyback/lemon law process in coordination with the Legal Department and the Buyback Services provider for repurchase, reconditioning and re-titling
Monitor, in collaboration with the Remarketing team and the Buyback Services provider, the status and pipeline of buyback vehicles in Maserati's inventory
Oversee the buyback claim process for payment by Maserati SpA once the process has been completed
Monitor regularly Buyback and Compensation cost trend and provide estimates for the following periods
Call Center Operations & Case Management Reporting & Analytics
Own Call Center performance (phone, email, chat, social) across the Americas
Monitor and improve the case management processes as needed: intake, categorization, escalation, closure
Monitor service levels (first contact resolution, case aging etc. ) and take action when improvements are required
Lead Customer Service Advocates and Executive Referral Agents who handle cases with critical customers (buyback candidates, repeat repair complainants, legal threats)
Conduct regular call/case audits for brand consistency, empathy, and legal compliance
Optimize CRM case routing and escalation triggers
Latin America & Canada
Manage and review processes for Mexico, Latin America and Canada, in collaboration with the local Distributors/dealerships and local consumer protection laws
Dealer Support & Quality
Partner with Aftersales Operations and Technical teams to highlight areas of improvements with dealerships based on customer feedback and repair history
Collaborate with Maserati Legal Counsel to train dealer service managers and service advisors on the best practices to prevent and defend against lemon law claims
Team Leadership
Mentor customer care and case management teams, fostering empathy, efficiency, and legal accuracy
Location(s)
1000 Chrysler Drive, Auburn Hills, Michigan 48326, United States
Requirements
Required Qualifications
Education: Bachelor's degree (paralegal experience strongly preferred)
Experience: 7+ years in automotive customer care, preferably luxury, with US Lemon Law and buyback expertise
Legal Acumen: Understanding of Magnuson-Moss Warranty Act and state lemon laws
Skills: High-stakes negotiation, legal team collaboration, CRM proficiency (Salesforce preferred)
Languages: English required; Spanish/French optional
Employment Type
Full-time
Stellantis
At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
