Customer Care Manager - Maserati Americas

The Customer Care Manager leads the strategy and execution of customer support across the Americas, ensuring a luxury experience from first contact to final resolution.

 

This role oversees Call Center Operations, Case Management Reporting & Analytics, and Buyback Operations, while serving as the primary liaison with the Legal Department for high-risk US matters, including Lemon Law, Arbitration and Magnuson-Moss claims.

 

Key Responsibilities

Lemon Law & Buyback (BB) Management, mainly US focus, but not limited to:

• Lead resolution of dealer and customer complaints, preventing escalation to arbitration or litigation
• Analyze high-risk cases with Italy and the other Aftersales teams (Operations, Technical, Supply Chain, Warranty) by repair attempts, days down, critical models, to determine the most appropriate actions to take
• Interface directly with legal counsel to mitigate financial liability
• Liaise with Italy for buyback and compensation negotiations’ authorization
• Oversee the buyback/lemon law process in coordination with the Legal Department and the Buyback Services provider for repurchase, reconditioning and re-titling
• Monitor, in collaboration with the Remarketing team and the Buyback Services provider, the status and pipeline of buyback vehicles in Maserati’s inventory
• Oversee the buyback claim process for payment by Maserati SpA once the process has been completed
• Monitor regularly Buyback and Compensation cost trend and provide estimates for the following periods

Call Center Operations & Case Management Reporting & Analytics

• Own Call Center performance (phone, email, chat, social) across the Americas
• Monitor and improve the case management processes as needed: intake, categorization, escalation, closure
• Monitor service levels (first contact resolution, case aging etc. ) and take action when improvements are required
• Lead Customer Service Advocates and Executive Referral Agents who handle cases with critical customers (buyback candidates, repeat repair complainants, legal threats)
• Conduct regular call/case audits for brand consistency, empathy, and legal compliance
• Optimize CRM case routing and escalation triggers

Latin America & Canada

• Manage and review processes for Mexico, Latin America and Canada, in collaboration with the local Distributors/dealerships and local consumer protection laws

Dealer Support & Quality

• Partner with Aftersales Operations and Technical teams to highlight areas of improvements with dealerships based on customer feedback and repair history
• Collaborate with Maserati Legal Counsel to train dealer service managers and service advisors on the best practices to prevent and defend against lemon law claims

Team Leadership

• Mentor customer care and case management teams, fostering empathy, efficiency, and legal accuracy

Qualifications

Required Qualifications

• Education: Bachelor’s degree (paralegal experience strongly preferred)
• Experience: 7+ years in automotive customer care, preferably luxury, with US Lemon Law and buyback expertise
• Legal Acumen: Understanding of Magnuson-Moss Warranty Act and state lemon laws
• Skills: High-stakes negotiation, legal team collaboration, CRM proficiency (Salesforce preferred)
• Languages: English required; Spanish/French optional