The Customer Care Manager oversees customer support strategy and execution across the Americas, ensuring a luxury experience from initial contact to resolution.
Key responsibilities include managing Call Center Operations, Case Management Reporting & Analytics, and Buyback Operations, with a focus on US Lemon Law, Arbitration, and Magnuson-Moss claims. They lead dealer and customer complaint resolution, collaborate with legal teams to mitigate liabilities, and oversee buyback processes and vehicle inventory. They monitor service levels, conduct audits, and optimize CRM workflows.
The role involves managing processes for Latin America and Canada, supporting dealer training on legal compliance, and partnering with technical teams to improve dealership performance. Leadership responsibilities include mentoring teams, fostering empathy, efficiency, and legal accuracy. The ideal candidate has 7+ years in luxury automotive customer care, legal knowledge of relevant laws, strong negotiation skills, and proficiency in CRM tools, with fluency in English and optional Spanish/French.