Problem Management Analyst

The Customer Operations team within the Global Operations & Customer Support organization is seeking a highly customer‑obsessed, results‑driven problem solver to ensure the timely and effective resolution of connected services customer issues. The ideal candidate will possess a strong understanding of the connected services ecosystem, including products, platforms, and their impact on the end‑to‑end automotive experience. This role requires a passion for tackling complex challenges, collaborating closely with cross‑functional teams, and engaging in in‑depth technical discussions with engineering teams to identify and implement innovative solutions. If you thrive in a fast‑paced environment, enjoy solving impactful problems, and are motivated by delivering exceptional customer experiences, this opportunity is an excellent fit for you.

Key responsibilities include:

• Analyze, triage, assign, escalate, and resolve both off‑board and on‑board issues across connected services programs through close cross‑functional collaboration.
• Lead daily incident review meetings with the operations team to ensure accurate prioritization and proper assignment to the appropriate resolver groups.
• Own recurring off‑board and on‑board issues through the Problem Management process, including creating and maintaining problem records in Jira, performing impact analysis, defining priority based on business and customer impact, engaging the appropriate engineering teams, driving root‑cause analysis, and coordinating implementation of corrective actions.
• Escalate high‑impact issues through internal governance forums, including the Control Tower, to ensure visibility, alignment, and timely resolution.
• Support the review and approval process for Technical Service Bulletins (TSBs), Rapid Service Updates (RSUs), and Customer Satisfaction Notices (CSNs).
• Provide clear, timely communication of problem status, risks, and mitigation plans to leadership and key stakeholders.
• Track and support new software updates and releases, including FOTA and AOTA campaigns, as well as IVM initiatives, ensuring operational readiness.
• Collaborate with internal and external stakeholders—including product, business, marketing, and development teams—to support new launches and address escalations effectively.
• Respond to unexpected system and network outages by rapidly engaging the appropriate technical teams to drive resolution and minimize customer impact.
• Be a customer advocate in Release Control Board and Launch Gating meetings, ensuring operational considerations and customer experience are prioritized.

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:

• An employer match on contributions to your 401k, Roth, and Catch-Up plans
• An employer contribution, even if you don’t contribute

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:

• Tuition reimbursement
• Student loan refinancing programs
• 18 paid volunteer hours each year to make a difference in your community

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.