Director, Customer Care and Experience - Dallas

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, Citro n, 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.

Summary of Position

We are looking for a talented leader with deep customer care experience to help Stellantis Financial Services evolve our customer care organization internally and externally. The ideal candidate will foster a strong team environment with Customer Care agents, monitor performance of agents, vendors, and the department. Identify areas of opportunity for improvements in call servicing and performance and quality of the agent and customer experience.

The successful candidate will execute on a customer service strategy, manage external vendors and performance, work with other areas within the Organization to proactively solve customer issues, build and expand self-serve and other digital channels, develop and leverage analytics to support, monitor and improve the call center operation.

As Director of Customer Care and Experience the candidate will focus on driving best-in-class performance and servicing transformation across all our Customer Service sites and supported channels (Interactive Voice Response, Chat/Messenger, Email, Inbound Call, Social) and offshore via our partners.

Essential Duties and Responsibilities: The following are the essential duties and responsibilities, although other duties may be assigned:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Ensures service levels and other KPI s are met for the department.
• Works with Training staff to develop and implements training and quality assurance programs for new hires and experienced employees.
• Acts as the liaison between the customer service area and other divisions in the Organization
• Create a culture and processes which achieve the business goals and objectives with regards to customer service
• Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric.
• Enhance the First Call Resolution, identify areas of opportunity
• Act as the Voice of the Customer across the organization.
• Ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Establish and evolve reporting on SLAs and KPIs
• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals
• Assist with the deployment of technology and features that improve the customer experience, alleviate the burden on our agents, and facilitate efficient operations
• Identify continuous improvement and efficiency/productivity opportunities
• Ensure staffing and workforce planning adequately cover customer complaint/inquiry volume within SLAs
• Will have a true passion for customers and customer success.
• Innovate ways to increase customer satisfaction and build brand loyalty.
• Motivate team members to meet company, department, and agent performance goals

Qualifications 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

Education and/or Experience The knowledge, skills and abilities typically acquired through the completion of a college degree. Candidates should have at least 10 years managing all aspects customer service in a call center environment. Prior Auto Finance leadership experience preferred.

Interpersonal Skills: Must have an eye for detail and an abundance of patience to handle disgruntled customers, well versed in de-escalation tactics.

Computer Skills To perform this job successfully, an individual should have beginning to intermediate MS Office skill in Excel, Word and PowerPoint.

Other Qualifications Knowledge: Excellent verbal and written communication skills, adaptability and ability to manage change.

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 type; 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