Customer Care Manager - Maserati Americas

Customer Care Manager - Maserati Americas

FCA - 3.9

Auburn Hills, MI Job Details 1 day ago Benefits Paid parental leave Paid holidays Disability insurance Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Adoption assistance Parental leave Vision insurance 401(k) matching Prescription drug insurance Qualifications Live chat French Spanish 7 years Operations management Legal negotiation English Salesforce Cloud Bachelor's degree Team management Mentoring Alternative dispute resolution Customer support CRM system proficiency Senior level Training Paralegal experience Escalation handling Call center management Analytics Full 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: 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 Our Benefits — Designed with You in Mind Comprehensive Health & Well-being Coverage From your very first day, you'll have access to medical, dental, vision, and prescription drug coverage — ensuring you and your family stay healthy and protected. Generous Paid Time Off We believe in work-life balance. That's why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most. Competitive Retirement Savings Plans We help you plan for the future with: An employer match on contributions to your 401k, Roth, and Catch-Up plans An employer contribution, even if you don't contribute Income Protection & Insurance Options Benefit from included and optional disability, life, and other insurance programs — because your peace of mind matters. Company Vehicle Lease Program Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products. Family Building Benefit We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy. Support for Your Growth and Giving Back We believe in investing in your future and your passions: Tuition reimbursement Student loan refinancing programs 18 paid volunteer hours each year to make a difference in your community And so much more! When you join us, you're not just building a career — you're joining a company that supports you, inside and outside of work.