Operations Manager | Stellantis Calex

About Us

Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward‑thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.

Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.

To learn more about Calex, please visit our website at

We are currently seeking to recruit an Operations Manager to join the Stellantis Customer Care team.

The CEC Operations Manager will lead the Customer Care team and drive operational excellence. This role is crucial to ensuring our customer support processes are efficient, scalable, and consistently deliver a high level of service. They will be responsible for managing day‑to‑day operations, implementing strategic initiatives, and fostering a positive and productive work environment.

The successful candidate must possess a blend of personal qualities that are crucial for leading a team and driving operational success. These attributes will allow them to navigate challenges, inspire their team, and foster a positive, customer‑centric environment. This is a data‑driven role, the Operations Manager will need to be able to analyse metrics, identify trends and use those to make informed decisions to improve efficiency and customer satisfaction.

• Lead, mentor, and motivate a team of customer care representatives and team leads.
• Conduct regular one‑on‑ones, performance reviews, and provide constructive feedback.
• Oversee scheduling, training, and professional development for the team.
• Foster a culture of continuous improvement, accountability, and customer‑centricity.

• Develop, implement, and optimise customer support processes, policies, and procedures.
• Analyse key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT) scores to identify trends and areas for improvement.
• Manage and optimise customer care technology, including CRM systems, knowledge bases, and communication channels.
• Ensure compliance with company standards and industry regulations.
• Demonstrate experience in managing risk, with an ability to identify, assess, and mitigate risks in customer interactions. This involves anticipating potential issues that could lead to non‑compliance, customer complaints, or legal action, and establishing clear procedures to handle them. This proactive approach protects both the customer and the company.
• Develop and enforce robust standard operating procedures (SOPs). This includes creating detailed workflows for everything from handling a complaint to processing a data request. Implement a strong quality assurance program to regularly monitor calls and interactions to ensure compliance and a high standard of service.

• Contribute to the strategic planning and long‑term vision for the customer care department.
• Lead projects aimed at enhancing the customer experience and improving operational efficiency.
• Collaborate with other departments (e.g., Product, Engineering, Sales) to resolve complex issues and provide customer insights.

• Prepare and present regular reports on team performance, operational metrics, and customer feedback to senior leadership.
• Use data‑driven insights to make informed decisions and recommendations.
• Manage the budget for customer care operations.

• Proven experience and track record of success (min. 5+ years) in a regulated customer service or support environment, with at least 2–3 years in a management or leadership role. (Essential)
• Strong understanding of customer service operations, metrics, and best practices. (Essential)
• Complianc…