Customer Enhancement Program Management, Process, & Knowledge Specialist

Job description

The Customer Care Process & Knowledge Specialist , champions new programs and processes within the NA Customer Care organization that drive optimization and service enhancements while strengthening Stellantis’s customer service operations, and enhancing the customer experience through process excellence, and robust knowledge management practices. This role resides within the Business Development and Customer Enhancement team of NA Customer Care, and supports the Contact Center and Business Operations, in addition to organizational functions; with the core responsibility to lead the design and definition, enablement, and continuous improvement of Customer Care programs, ensuring alignment with business objectives, KPIs, customer journey expectations, and digital transformation initiatives. The Process & Knowledge Specialist oversees process definition, continuous process improvement assessments, enhancements to automation, enablement of business processes, and the development, authoring, and publication of associated program management plans and knowledge content in collaboration with various stakeholders, including the Customer Enhancement team, Customer Care functions, ICT, 3rd pa...