Customer Care Manager - Maserati Americas

Job description

The Customer Care Manager leads the strategy and execution of customer support across the Americas, ensuring a luxury experience from first contact to final resolution. This role oversees Call Center Operations, Case Management Reporting & Analytics, and Buyback Operations, while serving as the primary liaison with the Legal Department for high-risk US matters, including Lemon Law, Arbitration and Magnuson-Moss claims. Key Responsibilities: Lemon Law & Buyback (BB) Management, mainly US focus, but not limited to: Call Center Operations & Case Management Reporting & Analytics - Lead resolution of dealer and customer complaints, preventing escalation to arbitration or litigation - Analyze high-risk cases with Italy and the other Aftersales teams (Operations, Technical, Supply Chain, Warranty) by repair attempts, days down, critical models, to determine the most appropriate actions to take - Interface directly with legal counsel to mitigate financial liability - Liaise with Italy for buyback and compensation negotiations’ authorization - Oversee the buyback/lemon law process in coordination with the Legal Department and the Buyback Services provider for repurchase, reconditioning and...