Mopar Supply Chain Customer Service / Dealer Support Manager & Buyback Lead

North America Supply Chain Customer Service And Dealer Support Leader

The Supply Chain Team is seeking a self-motivated and highly customer centric leader to oversee our North America Supply Chain Customer Service and Dealer Support function. This role has direct impacts on high-visibility processes and escalations that directly impacts dealer satisfaction, order fulfillment, and customer experience across the region.

In this role, you will lead a customer-centric team responsible for frontline dealer support, buyback prevention, and rapid response to critical supply chain issues including 24/7 production shutdown requests.

This position requires:

• A strategic thinker who thrives in a fast-paced environment
• An effective communicator, including at the executive level
• A disrupter that can drive continuous improvement across complex cross-functional teams
• An extreme owner that puts our customers at the center of our strategies and actions

Key Responsibilities:

Team Leadership & Operations Management

• Lead a team of 20 total heads, including 15 contractors, 4 call-center agents, and 1 direct salaried report.
• Oversee daily dealer support operations across North America, ensuring timely, accurate, and high-quality service delivery.
• Develop team capabilities and strengths, manage performance metrics, and drive operational discipline to support evolving business needs.

Dealer Support & Customer Experience

• Serve as the primary escalation point for high-visibility dealer issues, executive escalations, and buyback prevention investigations.
• Serve as the Supply Chain Dealer Liaison including but not limited to onsite dealer visits, dealer guild and council support, and continuous improvement initiatives to strengthen dealer relationships.
• Drive improvements in customer experience tied to timely order fulfillment, order accuracy, and supply chain responsiveness.

Critical Supply Chain Response

• Manage and prioritize urgent production shutdown requests on a 24/7 basis, ensuring rapid coordination with supply chain, logistics, and manufacturing teams.
• Partner closely with internal stakeholders to resolve high-impact parts shortages and operational disruptions.

Cross-Functional Alignment & System Enhancements

• Collaborate with ICT and digital teams to support system enhancements that improve customer experience and processing efficiency.
• Maintain strong alignment with Mopar business units and broader Stellantis teams to ensure cohesive execution and communication.

Executive Communication & Reporting

• Prepare and deliver executive-level presentations, performance updates, and strategic recommendations.
• Represent the dealer support function in leadership forums, cross-functional reviews, and operational planning sessions.

Basic Qualifications:

• Bachelor's Degree in Supply Chain Management, or related field.
• Minimum 10 years of experience in supply chain, customer service, dealer operations, or related automotive fields.
• Proven leadership experience managing large teams in a fast-paced operational environment.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional communication skills, including executive-level presentation capabilities.
• Ability to travel to dealers and operational sites as needed.
• Experience working within Stellantis, Mopar, or automotive OEM environments is a plus.
• Advanced skills in Microsoft PowerPoint, Excel and Microsoft Suites.

Preferred Qualifications:

• Master's Degree
• Experience improving system and program efficiency, including workflow optimization and automation.
• Background working with ICT or digital teams on system enhancements or tool upgrades.
• Familiarity with CRM dealer support platform (Salesforce), Mopar internal teams, and parts-ordering systems.
• Ability to analyze system performance data and convert insights into process improvements.
• Continuous improvement experience.