Customer Care Operations Manager

About the role

The Customer Care Operations Manager will lead the delivery of high‑quality, customer‑centric service across all channels for Stellantis South Africa. This role oversees case management, call‑centre performance, mobility support and escalation handling to protect brand reputation and drive continuous improvement.

Key responsibilities

• Oversee all customer care operations, ensuring activities place the customer at the centre of delivery and align with business and brand standards.
• Lead and direct the customer care team, establishing clear accountability, strong performance and alignment across operational areas.
• Design and maintain an effective operational structure and resourcing model to enable efficient case management and consistent service delivery.
• Manage customer cases, escalations and critical incidents, ensuring timely resolution and protection of customer satisfaction.
• Coordinate vehicle‑off‑road mobility support to minimise disruption for customers.
• Manage third‑party partnerships and contracts, such as roadside assistance and mobility providers, ensuring service quality, performance and cost control.
• Handle legal and sensitive customer cases in collaboration with relevant stakeholders to mitigate risk.
• Monitor operational performance and KPIs, driving continuous improvement initiatives.

Required profile

• Bachelor’s degree or NQF Level 6 in Business Administration, Management, Marketing, Logistics or a related field.
• Minimum 5 years’ experience in customer care, after‑sales or experience operations, preferably in the automotive industry.
• Proven track record of improving customer satisfaction and operational performance.
• Experience monitoring KPIs and leading continuous‑improvement programmes.

Required skills