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

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 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 Chai Dealer Liason 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.