National Customer Care Manager

The National Customer Care Manager will empower employees to provide service to others and work collaboratively, internally and externally, and independently with the ability to make decisions. The individual will embrace opportunities for increasing responsibilities and good working conditions in a friendly environment and demonstrate and advocate for integrity and ethical behavior. 

Primary Responsibilities of the position include: 
 

• Lead day-to-day sales and service customer care operations across multiple lines of business, ensuring effective handling of inbound contacts, case management, correspondence, premium care, and escalated customer concerns.
• Provide leadership, coaching, and direction to team members and support staff to build capability, strengthen performance, and maintain a customer-focused, collaborative culture.
• Oversee high-impact and sensitive customer issues, including executive referrals, premium care cases, social media escalations, and other complex matters requiring sound judgment and cross-functional coordination.
• Partner with external customer care suppliers and internal support teams to maintain service delivery, readiness, training alignment, and performance expectations across English and French operations.
• Develop, implement, and refine customer care policies, procedures, service strategies, and operating standards aligned with business objectives and evolving customer needs.
• Analyze key performance indicators, service levels, operational trends, and business results to identify risks, improvement opportunities, and best practices.
• Prepare and present reports, dashboards, business reviews, and recommendations for leadership on operational performance, customer trends, and emerging issues.
• Lead or support supplier transitions, process changes, and operational readiness activities, including training coordination, requirements gathering, and implementation support.
• Collaborate with headquarters, legal, warranty, service and parts, field teams, dealership management, and subject matter experts to investigate and resolve complex customer issues and assistance requests.
• Oversee the performance, governance and continuous improvement of customer-facing and dealer support contact centre operations (internal and outsourced), including service levels, quality assurance, dealer experience, and vendor performance management.
• Support special programs and customer assistance initiatives, including recall-related outreach, remediation support programs, and other high-visibility business initiatives that impact customer experience.
• Help drive system enhancements, process improvements, and operational changes that improve service quality, reporting accuracy, workflow efficiency, and customer outcomes.
• Lead or contribute to cross-functional forums, calibrations, business reviews, and escalation discussions to ensure alignment, consistency, and timely resolution of issues.
• Drive achievement of national and corporate customer care goals through strong execution, thoughtful problem solving, and effective partnership across the organization.

The salary range for this role is $97,500 - $120,000 per year.

FCA Canada Inc. is committed to providing accommodation for people with accessibility needs due to disabilities in all aspects of the hiring process. If you request an accommodation, we will work with you to meet your accessibility needs due to disability.

This position is for an existing vacancy.

Basic Qualifications: 
 

• Bachelor's degree
• Exceptional communication skills both written and verbal
• Minimum 8 years of experience in customer care, fixed operations, sales or marketing.
• Supervisory experience dealing with diverse groups, individuals and interest.
• Knowledge of dealership sales, service and parts operations
• Bilingual (English & French)