Fleet Aftersales Customer Care Laision

Job Description:

The Fleet CAC Liaison Manager will serve as Stellantis' primary liaison to the Fleet Customer Care Center (CAC), ensuring that all fleet cases are handled efficiently, professionally, and in alignment with Stellantis standards for customer experience. This role represents Stellantis' interests in managing the relationship with the contracted CAC provider, ensuring adherence to service level expectations, contract requirements, and continuous improvement initiatives.

While this position does not directly supervise CAC personnel, the Fleet CAC Liaison Manager is responsible for monitoring performance, identifying opportunities for improvement, and ensuring Stellantis is receiving maximum value from the partnership. This individual will collaborate closely with CAC leadership, Fleet Mopar Leadership, and Fleet Regional Field teams to improve case handling quality, reduce vehicle downtime, and strengthen overall fleet customer satisfaction.

The ideal candidate will bring strong experience in fleet field operations, fleet customer issue resolution, and call center management. They must excel at communication, relationship management, and influencing outcomes across both internal and contracted teams.

Job responsibilities include but are not limited to:

• Act as Stellantis' primary liaison to the contracted Fleet CAC, ensuring consistent alignment on performance, case handling standards, and service quality.
• Monitor CAC operations and case handling trends to ensure contract compliance and achievement of agreed-upon service levels.
• Oversee and monitor fleet case activity from intake through closure, ensuring proper routing and escalation paths are followed.
• Track case aging trends and collaborate with CAC management to ensure timely follow-up and closure.
• Maintain visibility into all top fleet customer cases, monitoring vehicle days down and identifying root causes.
• Conduct root-cause analysis for extended downtime and recurring case issues such as parts delays, technical assistance response, or goodwill approval timing.
• Recommend and help implement process improvements across CAC and Fleet operations to reduce downtime and improve responsiveness.
• Support and develop ongoing advanced training for the agents on case handling methods and other relevant topics.
• Ensure consistent ownership and accountability across case types by maintaining and refining an escalation framework connecting CAC, Technical Assistance, Regional Service, and Fleet teams.
• Participate in all listening calls and quality review sessions to evaluate call professionalism, accuracy, and communication tone.
• Document observations and provide structured feedback to CAC leadership and Stellantis Fleet management.
• Partner cross-functionally with parts supply chain, engineering and warranty teams to address systemic issues impacting case resolution.
• Represent the voice of the fleet customer by advocating for responsiveness, transparency, and service excellence in all CAC interactions.
• Support customer goodwill requests, manage alternate means of resolution such as vehicle payment vouchers, cash and keep offers and trade certificates.
• Monitor and deliver performance reports covering:
• Fleet case volume and closure rates
• Case aging and escalation trends
• Vehicle days down (VDD)
• STAR and parts expediting escalation case turnaround times
• Customer satisfaction and repeat contact rates
• Attend/lead monthly business reviews with CAC and Stellantis Fleet leadership to review metrics, progress on open items, and upcoming improvement initiatives.
• Ensure Stellantis leadership visibility into contract performance and ensure agents are performing to standards. Helping train or find appropriate agents to successfully complete the tasks associated to the role.
• Identify skill gaps or process inefficiencies and collaborate with CAC management to address training and staffing needs.
• Maintain accurate documentation of CAC processes, escalation flowcharts, and communication protocols.
• May perform other duties as assigned.

Requirements

Basic Qualifications:

• Bachelor's degree in business, operations, communications, or a related field.
• 3+ years of experience in fleet, fleet aftersales, customer care, or escalation management.
• Strong understanding of fleet customer expectations, dealer operations, and Stellantis aftersales processes.
• Experience with fleet customer-facing issue resolution and/or fleet call center environments.
• Proven ability to collaborate with and influence third-party service providers while maintaining compliance with co-employment guidelines.
• Excellent communication and relationship management skills, with the ability to work effectively across multiple internal and external stakeholders.
• Strong analytical skills and ability to interpret data to identify trends and improvement opportunities.
• Advanced proficiency in Microsoft Excel, PowerPoint, and performance reporting tools.
• Ability to manage multiple competing priorities in a fast-paced, dynamic environment.
• Self-starter with initiative to drive improvement and uphold Stellantis' standards for customer experience.
  

Preferred Qualifications:

• Field experience in fleet or aftersales operations preferred.
• Prior OEM fleet experience strongly preferred.
• Background in fleet or dealership customer relations, service operations, or technical support.
• Experience with CRM or case tracking systems (Salesforce, Siebel, etc.).
• Demonstrated ability to build and maintain strong partnerships with contracted service providers.