Customer Experience Project Manager

The Customer Experience Project Manager will be responsible for planning, organizing and directing the completion of Voice of the Customer (VoC) projects while ensuring the projects are on time, on budget and within scope. This role will collaboratively support the CX research team and report to the VoC Program Manager for North America. This role will interface with other team members within the Stellantis organization as well as field / dealer personnel and business partners.

• Main point of contact and management of all activities regarding Customer Experience (CX) Sales and After Sales (S / AS) survey & platform, including collecting and creating requirements documentation in partnership with vendor business partner
• Triage of help desk escalations between internal / field and survey platform business partner
• Create and distribute field communications regarding survey findings, text analytics, JD Power research and key behaviors when appropriate
• Redesign current process flows and act as focal point for diverse areas and internal / external clients
• Design and implement processes and communication strategies to gain information flow consistency, increase credibility and optimize information consumption
• Troubleshoot daily inquiries while creating a knowledge base to improve processes and promote continuous improvement (ex. FAQs, SOPs)
• Develop and manage a priority matrix for all troubleshooting needs
• Point of contact for Transportation Recall Enhancement, Accountability & Documentation (TREAD) compliance related to customer feedback collection
• Monitor Service Level Agreements (SLAs) with vendor business partners and alert internal team and business partners for any non-compliance
• Develop survey, text analytics & research timelines and ensure research team is on track using Microsoft Project or equivalent tool
• Develop internal communications regarding Voice of the Customer (VoC) data and share with the organization, including presentations and data analysis distributions to internal departments / brands / IT / field
• Develop PowerPoint communications for VoC activities (national dealer council, field, internal)
• Assist other program managers with communications as needed (Courtesy Transportation, Online Reputation Mgt, CX Operations, etc.)
• Main point of contact for organizing, scheduling and documenting operational meeting minutes with CX engagement (incl : Sales / Service / Quality / Customer Care / Brands)
• Point of contact for organizing, scheduling and documenting operational meeting minutes for survey platform meetings
• Assist as needed in other projects including : CX Journey, Dealer and Customer Focus Groups, Ownership Lifecycle Survey Touchpoints
• Point of contact with Stellantis Performance Institute for all survey and platform information, syndicated survey information, Global CX methodology, and any key behaviors that need to be communicated to the dealerships / field for training purposes

Our Benefits - Designed with You in Mind

Comprehensive Health & Well-being Coverage

From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected.

Generous Paid Time Off

We believe in work-life balance. That’s why we offer : 17+ paid holidays, including shut-down from December 24 th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.

Competitive Retirement Savings Plans

We help you plan for the future with :

Income Protection & Insurance Options

Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters.

Company Vehicle Lease Program

Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.

Family Building Benefit

We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.

Support for Your Growth and Giving Back

We believe in investing in your future and your passions :

And so much more!

When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.