Stellantis · 9 hours ago
Connected Services Process Lead
Auburn Hills, MI
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expStellantis is seeking a Connected Services Process Lead for their Contact Center delivery channel. This role is critical in defining, developing, and implementing processes focused on delivering an exceptional customer experience while ensuring compliance with regulations and legislation.
AutomotiveIndustrial ManufacturingRetailTransportation
Responsibilities
Develop the Contact Center processes and Procedures (P&Ps) that deliver the desired feature experience through the contact center service delivery channel for the retail, fleet, and emergency connected services
Lead Global synergy workstreams to ensure consistent Connected Customer Experience delivery across multiple regions
Drive continuous improvement opportunities working collaboratively with Contact Center teams (Operations/Training/Knowledge/Supplier) to improve Customer Satisfaction results
Optimize Contact Center Agent tools for better CX delivery through integration and enhancement opportunities working closely with customer care and ICT teams
Create and update contact center agent knowledge articles as needed to support Connected Vehicle customers
Review and provide feedback to Contact Center agent training materials to ensure effective Connected Customer Experience delivery
Facilitate several types of call listening sessions to assess call quality and identify areas of improvement for Contact Center Agents
Ensure Contact Center is fully prepared to deliver the desired Customer Experience as new features and vehicles are launched
Work with feature owners and other customer channel owners (e.g., mobile app, web portal) to ensure feature delivery provides a consistent cross-channel experience
Translate feature requirements into agent as well as contact center P&Ps and application/telephony requirements required to successfully deliver features through agents
Consult with legal and privacy office to review Contact Center security and privacy protection laws, protocols and policies and collaborate with feature owners on user experience requirements
Document core differences in P&P’s for each market within the region in light of direction from legal and privacy office
Qualification
Required
Bachelor's degree in Business, Communications, Marketing or other relevant field
Minimum 8 years of overall experience with a minimum of two years in Contact Center or Customer Care role
Demonstrated ability to understand technical information and communicate it concisely and clearly in the form of easily understandable text, scripts and illustrations
Outstanding writing, editing, critical reasoning, interpersonal and communication skills
Exceptional organizational skills with ability to multi-task and successfully meet established goals and deadlines in a fast paced environment
Proficient in MS-Office Suite, Google Suite, Adobe, Vizio and other tools to create illustrations and edit pictures
Preferred
Master's Degree in Business, Communications, Marketing or other relevant field
Experience working at an automotive OEM Telematics Contact Center as Process Architect
Working knowledge of Telematics and Connectivity related technologies and features including Bluetooth, Apple CarPlay/Android Auto, In-Vehicle Wi-Fi, Amazon Alexa, Google Home, Mobile App and Remote Services and other emerging connected services features
Company
Stellantis
Stellantis is an Franco-Italian-American automotive holding company that manufactures automobiles.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$14.13B2021-07-23Post Ipo Debt· $14.13B
2021-01-18IPO
Leadership Team
Antonio Filosa
Chief Executive Officer
Christine Feuell
Chrysler and Alfa Romeo NA Brand CEO
Recent News
Marketing Dive
2026-01-22
San Diego Union-Tribune
2026-01-22
Company data provided by crunchbase