Connected Services Process Lead

Connected Services Process Lead for the Contact Center delivery channel is a critical role that defines, develops, documents, and implements key processes and procedures for Retail, Fleet, as well as Emergency lines of business. All of these processes and/or procedures will be focused on delivering the best possible customer experience, some may be legislation or regulation driven and may involve addressing complex topics such as domestic abuse, Customer Data Privacy, and disclosures for Service Activations and Purchases according to the connected services terms and conditions.

This is a highly collaborative role that will require working very closely with internal as well as external cross functional teams including Customer Care, Operations, Sales, Business, Marketing, Product, Development, and Legal. In addition, the role will also have the responsibility to lead discussions with global operations and customer care teams to ensure alignment (where possible) on processes, contact reasons, synergies as well as continuous improvement initiatives through shared best practices.

Responsibilities:

• Develop the Contact Center processes and Procedures (P&Ps) that deliver the desired feature experience through the contact center service delivery channel for the retail, fleet, and emergency connected services.
• Lead Global synergy work streams to ensure consistent Connected Customer Experience delivery across multiple regions.
• Drive continuous improvement opportunities working collaboratively with Contact Center teams (Operations/Training/Knowledge/Supplier) to improve Customer Satisfaction results.
• Optimize Contact Center Agent tools for better CX delivery through integration and enhancement opportunities working closely with customer care and ICT teams.
• Create and update contact center agent knowledge articles as needed to support Connected Vehicle customers.
• Review and provide feedback to Contact Center agent training materials to ensure effective Connected Customer Experience delivery.
• Facilitate several types of call listening sessions to assess call quality and identify areas of improvement for Contact Center Agents.
• Ensure Contact Center is fully prepared to deliver the desired Customer Experience as new features and vehicles are launched.
• Work with feature owners and other customer channel owners (e.g., mobile app, web portal) to ensure feature delivery provides a consistent cross-channel experience.
• Translate feature requirements into agent as well as contact center P&Ps and application/telephony requirements required to successfully deliver features through agents.
• Consult with legal and privacy office to review Contact Center security and privacy protection laws, protocols and policies and collaborate with feature owners on user experience requirements.
• Document core differences in P&P’s for each market within the region in light of direction from legal and privacy office

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.