New

Care Strategy Manager

Stellantis
United States, Michigan, Auburn Hills
1000 Chrysler Drive (Show on map)
May 01, 2025
The Care Strategy Manager supports the strategic evolution of global Customer Care at Stellantis. This includes aligning process and knowledge architecture to optimize performance across all channels - particularly in Gen-AI-enabled environments - through cross-regional collaboration, business analysis, and operational excellence. The Care Strategy Manager is responsible for leading and/or oversight of strategic corporate and/or Customer Care initiatives or projects, from initiation through to completion, including strategic project capacity assessments, stakeholder engagement, business process analysis and change management. The role enables high performance across global Customer Care by consolidating regional strategies, harmonizing processes, and identifying critical improvements. This includes journey mapping, omnichannel readiness, and ensuring activities and initiatives drive performance on key KPIs: NSAT, Backlog (volume and age), FCR and contact deflection. This role will support the Senior Manager, Strategy and Performance, and work with both the Global Customer Care organization and Regional Customer Care teams to develop and implement processes and policies that allow all teams to successfully deliver on KPI targets and Stellantis' overall corporate strategies including the following: Establish and maintain a strong network of subject matter experts, from both a sales and marketing and technical perspective, globally and within the regions, inside Stellantis Be responsible for the delivery of multiple projects simultaneously, leading/coordinating and collaborating work on specific projects and stakeholders assigned to those projects Develop and implement a Strategic Planning Framework to implement initiatives. Facilitate the development of a prioritization process which includes tracking and reporting of these initiatives in regular governance meetings Working with the appropriate stakeholders, oversee the management of projects to ensure timelines and outcomes are achieved; appropriate risk identification and mitigation is completed; financial performance, including project budget, is achieved; resulting impacts to customer satisfaction (NSAT) and efficiency are measured and tracked; and the overall project is documented and reported Provide advice and guidance to regional stakeholders with respect to initiatives and customer support Utilize reporting and data analytics and leverage the Quality Framework to determine opportunities for improvement in customer handling Work with Manager, Care Performance Manager and Care Process Manage to implement initiatives that enhance contact handling and case management Research best practices and trends to remain informed on new and emerging subjects; updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations Define and drive strategic priorities for Customer Care transformation projects in collaboration with global and regional teams Influence cross-regional alignment of customer care processes, knowledge, and policies to optimize operational performance and AI solution effectiveness Coordinate customer journey mapping initiatives and contribute to prioritization of key touchpoint improvements Recommend and support the deployment of performance improvement initiatives that directly impact core KPIs (NSAT, FCR, Backlog, AHT) Partner with business operations to advocate and support the integration of continuous improvement into Care strategy Act as a key voice in global governance forums and strategic planning sessions, representing process excellence, performance evolution, and customer experience innovation Basic Qualifications: A university degree in a relevant area OR 3+ years of applicable work experience 5+ years in customer care, operations, or strategic project roles Strong cross-functional collaboration in global/matrixed organizations Experience in performance and knowledge management frameworks Proven ability to lead strategic planning, process mapping, and transformation initiatives Strategic and analytical mindset with customer-centric focus Proven ability to multi-task, manage multiple projects and effectively determine priorities Autonomous, organized, accountable, with excellent interpersonal communication Familiarity with self-service technologies, CRM tools, and AI-assisted workflows Proficient in Microsoft and Google productivity suites Strong data visualization and reporting skills (e.g., Excel, Power BI) Excellent verbal and written communication skills; able to provide direct, concise messaging and presentations at Regional level and in governance meetings Preferred: A post-graduate degree in a relevant area