Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

Responsible for overseeing the daily operations of the Customer Care department, ensuring efficiency and effectiveness across all functions and communication channels. Provides leadership and direction for the team’s day-to-day operations by providing clear guidance and support in alignment with company policies and procedures. Develop operation strategies and department goals that improve customer experience, keeping profitability and efficiency in mind. Lead, mentor and motivate team members to implement department strategies and achieve department goals.

Essential Duties and Responsibilities:

• Analyze productivity and quality reports to identify trends, drive performance improvements, and maintain high service standards.
• Maintain quality service by enforcing customer service standards, resolving operational issues, and recommending process and system enhancements.
• Collaborate with cross-functional departments to improve customer experience and reduce operational costs.
• Oversee Team Managers and Team Leads, providing support for escalated issues and ensuring frontline agents receive timely assistance.
• Supervise the quality assurance process, including evaluations and coaching conducted by Performance Coaches and Quality Evaluators.
• Partner with Workforce Management to ensure agent schedules align with service level goals and business needs.
• Manage administrative functions such as timecard approvals, time-off requests, and performance review processes.
• Ensure effective training and onboarding by partnering with trainers and developing relevant materials and procedures.
• Coach, mentor, and evaluate direct reports; manage performance and collaborate with HR on disciplinary actions as needed.
• Participate in workforce planning and recruitment efforts, including interviewing and selecting candidates to meet staffing needs.
• 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Three (3) years minimum of supervisory or managerial experience.
• Three (3) years minimum of Customer Service experience within a call center environment.

Education:

• High school diploma, GED or equivalent.

Skills Required:

• Handle complex customer situations with professionalism; communicate clearly in all formats and actively seek feedback to improve service.
• Inspire, support, and provide ongoing feedback to the team while promoting continuous learning and performance growth.
• Resolve issues efficiently using sound judgment and innovative thinking, especially in high-pressure situations.
• Lead change initiatives effectively, maintain quality standards, and ensure organized, goal-oriented team operations.
• Exhibit integrity, accountability, and respect; maintain confidentiality and promote a collaborative, ethical work environment.

• Required In-office days: Monday and Tuesday of every week, additional days as needed.
• 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:

• Bachelors or four-year college degree is highly preferred!
• Experience leading Customer Care Group(s) handling non-phone communication channels is a plus!

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.