Customer Service Operations Manager

JOB TITLE: Customer Care Operations Manager

DEPARTMENT: Network Development, Customer Experience & Training

BRANCH: Stellantis South Africa

REPORTS TO: Head of CX, Dealer Network Development & Training

PURPOSE OF POSITION:

The Customer Care Operations Manager is responsible for delivering efficient and high-quality customer service across all touchpoints, placing the customer at the center of everything we do. The role ensures effective management of customer cases, call center operations, mobility support, and escalations, while safeguarding customer satisfaction and brand reputation through operational excellence and a strong customer-first approach.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree / NQF Level 6 in Business Administration, Management, Marketing, Logistics, or a related field.
• Professional certifications in operations management, contact centre management, or project management are advantageous.

COMPETENCIES AND SKILLS:

• Operational Leadership: Ability to manage and optimize customer care operations and teams.
• Customer Focus: Strong commitment to placing the customer at the center of all decisions.
• Communication & Stakeholder Management: Effective collaboration with customers, dealers, and internal teams.
• Problem-Solving & Negotiation: Ability to resolve complex customer issues and manage escalations effectively.
• Performance & Analytical Skills: Experience in tracking KPIs and driving continuous improvement.
• Financial Acumen: Understanding cost control and resource optimization within operations.
• Planning & Execution: Ability to manage priorities, projects, and deliver results in a fast-paced environment.

EXPERIENCE:

• Minimum 5 years’ experience in Customer care/ experience or Aftersales operations.
• Proven track record in improving customer satisfaction and operational performance.
• Experience in monitoring KPIs and driving continuous improvement.
• Automotive industry experience is advantageous.

KEY DUTIES AND RESPONSIBILITIES:

• Oversee Customer Care Operations, ensuring all activities place the customer at the center of delivery and align with business and brand standards.
• Lead and direct customer care team, ensuring clear accountability, strong performance, and alignment across all operational areas.
• Ensure effective operational structure and resourcing, enabling efficient case management and consistent service delivery across all channels.
• Oversee the management of customer cases, escalations, and critical incidents, ensuring timely resolution and protection of customer satisfaction and brand reputation.
• Oversee mobility (vehicle off-road) support, ensuring seamless coordination and minimal disruption to customers.
• Manage third-party partnerships and contracts, including roadside assistance and mobility providers, ensuring service quality, performance, and cost control.
• Coordinate the handling of legal and sensitive customer cases, ensuring alignment with relevant stakeholders and risk mitigation.
• Monitor operational performance and KPIs, ensuring continuous improvement in efficiency, quality, and customer outcomes.
• Provide management reporting and insights, including trends and analysis of customer cases/incidents by brand, enabling corrective actions.
• Drive continuous improvement of customer care processes, ensuring consistency, compliance, and operational excellence.
• Collaborate with internal functions and dealer network, ensuring aligned and seamless customer support.

“At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future.”