Stellantis

National Customer Care Manager

Stellantis • $97K — $120K *
Windsor, ON N8N 1A1In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree required
  • Exceptional written and verbal communication skills
  • Minimum 8 years of experience in customer care, fixed operations, sales, or marketing
  • Supervisory experience with diverse teams
  • Strong knowledge of dealership sales, service, and parts operations
  • Bilingual in English and French

Responsibilities

  • Lead daily sales and service operations ensuring effective handling of customer inquiries
  • Provide coaching and direction to team members to enhance performance and foster collaboration
  • Manage high-impact customer issues requiring sound judgment and coordination
  • Maintain service delivery and performance expectations with external suppliers and internal teams
  • Develop and refine customer care policies aligned with business goals
  • Analyze key performance indicators to identify risks and improvement opportunities
  • Prepare and present reports on operational performance and customer trends

Benefits

  • Friendly working environment
  • Opportunities for increasing responsibilities
  • Emphasis on integrity and ethical behavior
Full Job Description
The National Customer Care Manager will empower employees to provide service to others and work collaboratively, internally and externally, and independently with the ability to make decisions. The individual will embrace opportunities for increasing responsibilities and good working conditions in a friendly environment and demonstrate and advocate for integrity and ethical behavior.

Primary Responsibilities of the position include:
  • Lead day-to-day sales and service customer care operations across multiple lines of business, ensuring effective handling of inbound contacts, case management, correspondence, premium care, and escalated customer concerns.
  • Provide leadership, coaching, and direction to team members and support staff to build capability, strengthen performance, and maintain a customer-focused, collaborative culture.
  • Oversee high-impact and sensitive customer issues, including executive referrals, premium care cases, social media escalations, and other complex matters requiring sound judgment and cross-functional coordination.
  • Partner with external customer care suppliers and internal support teams to maintain service delivery, readiness, training alignment, and performance expectations across English and French operations.
  • Develop, implement, and refine customer care policies, procedures, service strategies, and operating standards aligned with business objectives and evolving customer needs.
  • Analyze key performance indicators, service levels, operational trends, and business results to identify risks, improvement opportunities, and best practices.
  • Prepare and present reports, dashboards, business reviews, and recommendations for leadership on operational performance, customer trends, and emerging issues.
  • Lead or support supplier transitions, process changes, and operational readiness activities, including training coordination, requirements gathering, and implementation support.
  • Collaborate with headquarters, legal, warranty, service and parts, field teams, dealership management, and subject matter experts to investigate and resolve complex customer issues and assistance requests.
  • Oversee the performance, governance and continuous improvement of customer-facing and dealer support contact centre operations (internal and outsourced), including service levels, quality assurance, dealer experience, and vendor performance management.
  • Support special programs and customer assistance initiatives, including recall-related outreach, remediation support programs, and other high-visibility business initiatives that impact customer experience.
  • Help drive system enhancements, process improvements, and operational changes that improve service quality, reporting accuracy, workflow efficiency, and customer outcomes.
  • Lead or contribute to cross-functional forums, calibrations, business reviews, and escalation discussions to ensure alignment, consistency, and timely resolution of issues.
  • Drive achievement of national and corporate customer care goals through strong execution, thoughtful problem solving, and effective partnership across the organization.


The salary range for this role is $97,500 - $120,000 per year.

This position is for an existing vacancy.

Basic Qualifications:
  • Bachelor's degree
  • Exceptional communication skills both written and verbal
  • Minimum 8 years of experience in customer care, fixed operations, sales or marketing.
  • Supervisory experience dealing with diverse groups, individuals and interest.
  • Knowledge of dealership sales, service and parts operations
  • Bilingual (English & French)

About Stellantis

Stellantis is a multinational automotive manufacturer formed in 2021 by the merger of Fiat Chrysler Automobiles and Groupe PSA. The company designs, produces, and sells a wide range of vehicles under various brands, including Alfa Romeo, Chrysler, Citroen, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, and Vauxhall. Stellantis operates in over 130 countries and has 14 brands in its portfolio. The company is committed to sustainable mobility and has set ambitious targets for reducing its carbon footprint and increasing the share of electric vehicles in its sales.
Learn more about Stellantis
Size
400,000 employees
Market Cap
$44.9 billion
Industry
Manufacturing & Automotive
* Ladders Estimates

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