Customer Care Manager Maserati Americas

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Maserati Americas Job ID:

2017381

Career Area:

Sales & Marketing Position Type:

Salaried Location:

Headquarters & Technology Center - Auburn Hills 48326 ,

US Date Posted:

May 1, 2026

Brand:

FCA Group Apply Refer A Friend Share this job Share on Facebook Share on Twitter Share on Linkedin Share by Mail https://recruiting.adp.com/srccar/public/RTI.home?r=5001193922706&c=2183219&d=ExternalCareerSite&rb=??? You are being redirected Once you are on the page, please click the refer button Job Overview Qualifications Benefits Job Overview 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

Qualifications 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 Benefits Salaried Employee Benefits (US, Non-Represented) Health & Wellbeing Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short- and long-term disability. Compensation, Savings, and Retirement Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing. Time Away from Work Paid time includes company holidays, vacation, and Float/Wellbeing Days. Family Benefits 12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances. Professional Growth Annual training, tuition reimbursement and discounts, Business Resource & Intra-professional Groups. Company Car & More Comprehensive Company Car Program and Vehicle Discounts. Vehicle discounts include family and friends. EOE/Disability/Veteran 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. Our benefits reflects the

STELLANTIS

commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life. As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired. We care about your privacy. For more information on how your personal data is processed, please read the specific Privacy Statement provided by the respective entities whose job offer you have selected. Apply Join our Talent Community Create a talent profile to receive relevant job alerts and the latest company news! If you're a U.S. Veteran, please sign up through our Veterans Recruiting Program page. Create a Talent Profile Sign into your profile