The Customer Care Process & Knowledge Champion is responsible for the enablement of new programs and processes managed within the NA Customer Care organization and services, championing optimization and enhancements within the customer service operations and to the customer experience with Stellantis through enacting process excellence and robust knowledge management practices.
This role resides within the Business Development and Customer Enhancement team of NA Customer Care, and supports the Contact Center and Business Operations as well as other organizational functions, with the core responsibility to lead and drive the design and definition, enablement, and continuous improvement of Customer Care supported business programs, processes, and knowledge, ensuring alignment with business objectives KPIs, Customer Journey and experience expectations, and digital business system technological transformation initiatives.
The Process & Knowledge Specialist is specifically responsible for overseeing definition, continuous process improvement assessment, enhancement to, automation, and enablement of business processes, as well as the development, authoring, and publication of associated program management plans and knowledge material content in collaboration with various stakeholder groups including other Customer Enhancement team and Customer Care functions, ICT, 3rd party Contact Center Business Partners, and potentially Technical and/or Program Management External Partners, to The position follows the guidance, strategy, and best practices defined and governed by the Customer Care Process & Knowledge Manager function, overseeing the definition and governance of the knowledge management strategic plan with aim to ensure processes and knowledge are defined and structured into valuable, accessible, consumable, and actional assets for the frontline Contact Center operational teams, so to achieve targeted operational efficiencies and improve customer satisfaction.
Program Management Responsibilities:
Facilitate meetings/workshops with stakeholders to define new business program/process requirementsDocument business stakeholder requirements and confirm agreementReview program/process requirements with Customer Care Operational Leads/SMEs for input/feedback and adjust/communicate as necessaryCommunicate requirements to Operations Manager to determine and estimate Cust Care manpower support requirements and plan for new programs/processesCommunicate requirements to Business Systems Specialist to determine and estimate ICT system/process changes (if required) and planCommunicate requirements to Training to determine and estimate requirements and plan for new programs/processesCommunicate requirements to Reporting & Analytics to determine and plan dashboards and report needs for program/processLead development of a SOW if external services are requiredManage RFP process (if applicable)Develop program/process one time and on-going expenses budget and facilitate funding source identification with program/process business stakeholdersCommunicate program cross-charge(s) assessment with Cust Care Budget Mgt teamEstablish project plan and timeline for program/process implementationDevelop business process(es) and document process flow/mapping (further responsibilities elaborated below)Program manage including implementation planning for all implicated workstreamsSupport program/process stakeholders throughout the project management process as single Cust Care facing PoC/LeadSchedule and lead program and workstream meetingsCommunicate program status updates with relevant stakeholders Process Development & Knowledge Management responsibilities:
Lead the end-to-end design, documentation, and optimization of customer care business processes across voice, chat, messaging, email, social, and GenAI automated channels.Champion process standardization and automation initiatives, leveraging GenAI, self-service, and predictive analytics technologies.Business Requirements Definition Documentation of Process Enhancements, Improvements & ChangesPlanning and Implementation of Process Enhancements, Improvements, and ChangesCollaborate with cross-functional teams (ICT, Legal, Data Privacy, Operations) to ensure process compliance, scalability, and alignment with regulatory and operational requirements.Establishment of Process SharePoint / RepositoryCreation of Standardized Process Map TemplateEstablish scope for the process mapping and manage the Process Definition and Mapping exercise, inclusive of all steps, tasks, actions, and resources required to complete the processDocument process steps and sequence and create the process mapReview, communication and publish process mapsDefine, author, and publish knowledge contents, ensuring material is accurate, accessible, and continuously updated in alignment with corporate and business strategy, product, policy, process, and system changes.Participate in Operational CI workstreams and Call Listening sessions, owning process and knowledge enhancement definitional and/or system update actionsEvaluate process after implementation to make updates to process and knowledgeCollaborate with external stakeholders and Global CEC as relevant or required for exchange of best practices and/or standardization of process Brand Advocate Responsibilities:
Brand Mentor Process / EscalationBrand Program Initiatives (New launches/Sundown, Outbounds – as applicable)Owner / Warranty Manuals - MY ValidationShare new vehicle reveal timing and information/press releases to internal teams Participate in weekly Mopar Launch Readiness meetings or relatedCreate and update new vehicle FAQs / knowledgeCoordinate with roadside operations to establish RSA process/changes for New Vehicle LaunchesProvide knowledge and training resources (WBT/in-person/virtual) to Training for New Vehicle LaunchesHighlight new vehicle orders in weekly VOS case reportCreate daily case report for new vehicle launchCoordinate new vehicle walk-around activitiesEstablish post launch FEW reporting processMonitor daily case activity for proper routing for new vehicle launchesMaintain continuous improvement tracker based on call listening takeawaysProvide updates/information needed to maintain current AnswerHUB articlesBasic Qualifications:
Bachelor’s Degree5+ years of experience in a Customer Care/Customer Experience or related business process and systems support capacity and/or Knowledge Management process and systems support capacitySupplemental education and/or experience in working within and support of Genesys and Salesforce Telephony and CRM solutions Contact Center platforms, or similarExposure to and/or experience in Customer Care business processes and/or OperationsKnowledge of and/or experience in the enablement of GenAI, Self Service, Business Process Automation, and Cognitive/Predictive Analytics technologies, processes, and capabilities across multiple digital channels including voice, chat, messaging, email, social, and relatedExperience in leading and managing cross-functional operational, process oriented, and technical teams and SMEs in the design, build, and implementation of a complex process mappings and developmentsPossess an analytical mindset with a critical eye on process efficiencies and automation of tasks, associative effort, and/or generation of knowledge.Effective ability to manage and communicate across multiple organizational and/or cross-functional teams.Process mindset with demonstrated ability to garner support and drive improvements.Strong interpersonal skills and presentation skills.Highly organized with solid time management, prioritization and multi-tasking skills.Display effective communication skills to support meetings at all levels of the company, including senior leadership.Excellent written and verbal communication skills.Must be familiar with project objectives, and the role and function of each team member, LOBs, sites, and functional areas in order to effectively coordinate the activities of the team.Proficient in Windows, MS Outlook, TEAMS, Word, PowerPoint, MS Project, Excel, Genesys, Salesforce, and related systems development technologies.