Customer First Delivery

The Director, Customer First Delivery will lead Stellantis North America’s operating system for resolving non-vehicle quality customer concerns, governing concern resolution performance, and defining customer support execution for major field actions and recalls. 

Make customer concern resolution a disciplined, measurable enterprise capability rather than a series of disconnected escalations. This role exists to ensure non-vehicle quality concerns are captured, routed, governed, resolved, and translated into systemic improvements customers can feel. Operating within Customer Journey Experience, Customer First Delivery owns the execution layer that connects Customer Care, Quality, Technical Service Operations, Mopar, Aftersales, Legal, Communications, Business Centers, the dealer network, and field teams around one visible resolution process and one standard for customer support during high-impact actions.

Basic Requirements:

• 10+ years leading customer care, customer support operations, issue resolution, quality coordination, field actions/recalls support, dealer operations, or cross-functional enterprise program execution.
• Demonstrated ability to build operating models, governance routines, KPI systems, escalation mechanisms, and closed-loop resolution processes.
• Proven track record leading complex, customer-impacting initiatives across matrixed functions with measurable customer and business outcomes.
• Strong executive presence with the ability to influence senior leaders, functional owners, legal and technical stakeholders, dealer-facing teams, contact centers, and frontline operations.