The Team Manager of Customer Care is responsible for leading a team that supports workforce optimization, operational excellence, and quality assurance. This role partners closely with and directly supports the Business Transformation Manager in executing strategic initiatives, including Salesforce enhancements, process improvement efforts, documentation initiatives, and systems integrations. The Team Manager helps drive alignment, operational efficiency, and execution across transformation and support functions within the Customer Care department.

Essential Duties and Resposibilities:

• Lead and develop a support team which includes Workforce Management, Operational Excellence and Quality Assurance by setting clear goals, providing regular coaching, and celebrating wins.
• Partner with the Business Transformation Manager to deliver Salesforce enhancements, process-improvement projects, and systems integrations.

• Synchronize daily support with transformation work to maximize operational efficiency and ensure seamless execution.
• Coach, mentor, and review performance to drive continuous improvement and professional growth across all support functions.
• Analyze performance and data integrity (forecast accuracy, scheduling, quality), pinpoint gaps, and lead corrective actions.
• Oversee workforce planning and reporting — headcount forecasts, schedule inputs, real-time adjustments, and trend dashboards to provide additional oversight and corrections.
• Direct the quality assurance program, ensuring audits are completed timely and reinforce a culture of service excellence.
• Champion documentation and knowledge management, assessing and reviewing process maps, policies, procedures, and Salesforce Knowledge articles.
• Participates in hiring, onboarding, approving timecards, conducting performance reviews, balancing workloads, and resolving escalations.
• Other duties as assigned.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Two (2) years minimum of managerial or leadership experience.
• Three (3) years minimum of center/customer service-related experience or workforce management.

Education:

• High school diploma, GED or equivalent.

Skills Required:

• Proven Cross Functional Leadership that can rally Workforce Management, Operational Excellence, QA and frontline partners around strategic initiatives.
• Advanced data analysis and Excel proficiency to uncover trends in data, operational insights and actionable recommendations.
• Excellent verbal and written communication to convey complex information concisely to stakeholders
• Strong organizational skills, attention to detail.
• Ability to manage multiple priorities and deadlines at one time.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Qualifications Preferred:

• Experience working in operations for a high-volume call center is highly desirable.
• Experience in supporting enterprise tools such as Salesforce or working in cross-functional operations teams is preferred!

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.