Customer Enhancement Program Management, Process, & Knowledge Specialist

The Customer Care Process & Knowledge Champion is responsible for the enablement of new programs and processes managed within the NA Customer Care organization and services, championing optimization and enhancements within the customer service operations and to the customer experience with Stellantis through enacting 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 as well as other organizational functions, with the core responsibility to lead and drive the design and definition, enablement, and continuous improvement of Customer Care supported business programs, processes, and knowledge, ensuring alignment with business objectives KPIs, Customer Journey and experience expectations, and digital business system technological transformation initiatives. The Process & Knowledge Specialist is specifically responsible for overseeing definition, continuous process improvement assessment, enhancement to, automation, and enablement of business processes, as well as the development, authoring, and publication of associated program management plans and knowledge material content in collaboration with various stakeholder groups including other Customer Enhancement team and Customer Care functions, ICT, 3rd party Contact Center Business Partners, and potentially Technical and/or Program Management External Partners, to The position follows the guidance, strategy, and best practices defined and governed by the Customer Care Process & Knowledge Manager function, overseeing the definition and governance of the knowledge management strategic plan with aim to ensure processes and knowledge are defined and structured into valuable, accessible, consumable, and actional assets for the frontline Contact Center operational teams, so to achieve targeted operational efficiencies and improve customer satisfaction.

Program Management Responsibilities:

• Facilitate meetings/workshops with stakeholders to define new business program/process requirements
• Document business stakeholder requirements and confirm agreement
• Review program/process requirements with Customer Care Operational Leads/SMEs for input/feedback and adjust/communicate as necessary
• Communicate requirements to Operations Manager to determine and estimate Cust Care manpower support requirements and plan for new programs/processes
• Communicate requirements to Business Systems Specialist to determine and estimate ICT system/process changes (if required) and plan
• Communicate requirements to Training to determine and estimate requirements and plan for new programs/processes
• Communicate requirements to Reporting & Analytics to determine and plan dashboards and report needs for program/process
• Lead development of a SOW if external services are required
• Manage RFP process (if applicable)
• Develop program/process one time and on-going expenses budget and facilitate funding source identification with program/process business stakeholders
• Communicate program cross-charge(s) assessment with Cust Care Budget Mgt team
• Establish project plan and timeline for program/process implementation
• Develop business process(es) and document process flow/mapping (further responsibilities elaborated below)
• Program manage including implementation planning for all implicated workstreams
• Support program/process stakeholders throughout the project management process as single Cust Care facing PoC/Lead
• Schedule and lead program and workstream meetings
• Communicate program status updates with relevant stakeholders

Process Development & Knowledge Management responsibilities:

• Lead the end-to-end design, documentation, and optimization of customer care business processes across voice, chat, messaging, email, social, and GenAI automated channels.
• Champion process standardization and automation initiatives, leveraging GenAI, self-service, and predictive analytics technologies.
• Business Requirements Definition Documentation of Process Enhancements, Improvements & Changes
• Planning and Implementation of Process Enhancements, Improvements, and Changes
• Collaborate with cross-functional teams (ICT, Legal, Data Privacy, Operations) to ensure process compliance, scalability, and alignment with regulatory and operational requirements.
• Establishment of Process SharePoint / Repository
• Creation of Standardized Process Map Template
• Establish scope for the process mapping and manage the Process Definition and Mapping exercise, inclusive of all steps, tasks, actions, and resources required to complete the process
• Document process steps and sequence and create the process map
• Review, communication and publish process maps
• Define, author, and publish knowledge contents, ensuring material is accurate, accessible, and continuously updated in alignment with corporate and business strategy, product, policy, process, and system changes.
• Participate in Operational CI workstreams and Call Listening sessions, owning process and knowledge enhancement definitional and/or system update actions
• Evaluate process after implementation to make updates to process and knowledge
• Collaborate with external stakeholders and Global CEC as relevant or required for exchange of best practices and/or standardization of process

Brand Advocate Responsibilities:

• Brand Mentor Process / Escalation
• Brand Program Initiatives (New launches/Sundown, Outbounds - as applicable)
• Owner / Warranty Manuals - MY Validation
• Share new vehicle reveal timing and information/press releases to internal teams
• Participate in weekly Mopar Launch Readiness meetings or related
• Create and update new vehicle FAQs / knowledge
• Coordinate with roadside operations to establish RSA process/changes for New Vehicle Launches
• Provide knowledge and training resources (WBT/in-person/virtual) to Training for New Vehicle Launches
• Highlight new vehicle orders in weekly VOS case report
• Create daily case report for new vehicle launch
• Coordinate new vehicle walk-around activities
• Establish post launch FEW reporting process
• Monitor daily case activity for proper routing for new vehicle launches
• Maintain continuous improvement tracker based on call listening takeaways
• Provide updates/information needed to maintain current AnswerHUB articles

Basic Qualifications:

• Bachelor's Degree
• 5+ years of experience in a Customer Care/Customer Experience or related business process and systems support capacity and/or Knowledge Management process and systems support capacity
• Supplemental education and/or experience in working within and support of Genesys and Salesforce Telephony and CRM solutions Contact Center platforms, or similar
• Exposure to and/or experience in Customer Care business processes and/or Operations
• Knowledge of and/or experience in the enablement of GenAI, Self Service, Business Process Automation, and Cognitive/Predictive Analytics technologies, processes, and capabilities across multiple digital channels including voice, chat, messaging, email, social, and related
• Experience in leading and managing cross-functional operational, process oriented, and technical teams and SMEs in the design, build, and implementation of a complex process mappings and developments
• Possess an analytical mindset with a critical eye on process efficiencies and automation of tasks, associative effort, and/or generation of knowledge.
• Effective ability to manage and communicate across multiple organizational and/or cross-functional teams.
• Process mindset with demonstrated ability to garner support and drive improvements.
• Strong interpersonal skills and presentation skills.
• Highly organized with solid time management, prioritization and multi-tasking skills.
• Display effective communication skills to support meetings at all levels of the company, including senior leadership.
• Excellent written and verbal communication skills.
• Must be familiar with project objectives, and the role and function of each team member, LOBs, sites, and functional areas in order to effectively coordinate the activities of the team.
• Proficient in Windows, MS Outlook, TEAMS, Word, PowerPoint, MS Project, Excel, Genesys, Salesforce, and related systems development technologies.