Customer Care Manager - Maserati Americas

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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:

• 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 re-titling
• Monitor, in collaboration with the Remarketing team and the Buyback Services provider, the status and pipeline of buyback vehicles in Maserati's inventory
• Oversee the buyback claim process for payment by Maserati SpA once the process has been completed
• Monitor regularly Buyback and Compensation cost trend and provide estimates for the following periods

Call Center Operations & Case Management Reporting & Analytics

• Own Call Center performance (phone, email, chat, social) across the Americas
• Monitor and improve the case management processes as needed: intake, categorization, escalation, closure
• Monitor service levels (first contact resolution, case aging etc. ) and take action when improvements are required
• Lead Customer Service Advocates and Executive Referral Agents who handle cases with critical customers (buyback candidates, repeat repair complainants, legal threats)
• Conduct regular call/case audits for brand consistency, empathy, and legal compliance
• Optimize CRM case routing and escalation triggers

Latin America & Canada

• Manage and review processes for Mexico, Latin America and Canada, in collaboration with the local Distributors/dealerships and local consumer protection laws

Dealer Support & Quality

• Partner with Aftersales Operations and Technical teams to highlight areas of improvements with dealerships based on customer feedback and repair history
• Collaborate with Maserati Legal Counsel to train dealer service managers and service advisors on the best practices to prevent and defend against lemon law claims

Team Leadership

• Mentor customer care and case management teams, fostering empathy, efficiency, and legal accuracy

Required Qualifications

• Education: Bachelor's degree (paralegal experience strongly preferred)
• Experience: 7+ years in automotive customer care, preferably luxury, with US Lemon Law and buyback expertise
• Legal Acumen: Understanding of Magnuson-Moss Warranty Act and state lemon laws
• Skills: High-stakes negotiation, legal team collaboration, CRM proficiency (Salesforce preferred)
• Languages: English required; Spanish/French optional

Full-time

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.