Lead, Connected Services Quality & Customer Experience

Stellantisfinancialservices

Auburn Hills (MI)

On-site

USD 110,000 - 155,000

Full time

14 days+

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Job summary

Stellantis is seeking a senior Connected Services Quality lead in Auburn Hills, MI, to translate customer feedback and warranty data into clear quality priorities. You will drive backlog items and actions across Product, Engineering, Validation, and regional teams to improve connected services and software quality throughout the product lifecycle.

You will combine technical depth with data‑driven decision making, stakeholder influence, and a passion for improving real‑world customer experiences

Qualifications

Bachelor’s degree in Engineering, Computer Science, Electronics, Telecommunications, Automotive Engineering, or a related technical field.
A minimum 8 years of experience in the automotive industry, ideally within connected services, software quality, electronic systems, vehicle integration, customer experience, or serial life quality management.
Strong understanding of connected vehicle end‑to‑end architectures, including on‑board/off‑board systems, telematics, mobile apps, cloud platforms, OTA, service activation, remote services, diagnostics, and vehicle data flows.
Solid knowledge of automotive development and quality processes, including PDP/APQP principles, milestone readiness, validation maturity, issue management, lessons learned, and continuous improvement methods.
Experience with customer voice analysis, warranty data, survey interpretation, Pareto analysis, KPI definition, trend monitoring, and executive reporting.
Ability to connect technical symptoms, customer impact, business risk, and product backlog priorities to drive fact‑based decisions.
Knowledge of problem‑solving methodologies such as Root Cause Analysis, 8D, RPS, DFSS, FMEA, or similar quality improvement approaches.
Excellent communication, influencing, and coordination skills in a multi‑site, multicultural, and cross‑functional environment.
Proven ability to lead complex topics without direct authority, align stakeholders, manage escalations, and drive issues to closure.
Fluency in English is required.

Responsibilities

Analyze customer feedback, warranty claims, QFS/NPS/JD Power survey results, app reviews, social media signals, and field data to identify recurring quality themes and customer pain points.
Classify issues by feature, system, customer impact, root cause family, and complaint type, distinguishing between design limitations, malfunctions, usability concerns, and expected behavior by design.
Drive data‑based prioritization through Pareto analysis, KPI monitoring, and customer impact assessment to ensure the most critical connected services issues are addressed first.
Collaborate with Product, Engineering, Validation, OP4C, Control Tower, Regions, Brands, and Customer Care teams to convert customer voice into actionable backlog items, corrective actions, and quality improvement plans.
Benchmark Stellantis connected services against best‑in‑class competitors and top quartile references, leveraging HUB vehicles, benches, simulators, and available test assets to evaluate real customer experience.
Define, monitor, and communicate Quality KPIs such as warranty forecast, Things Gone Wrong, PPM/PPH, remote operation success rate, onboarding journey performance, issue aging, and time to fix.
Support issue prioritization forums and escalation processes by providing fact‑based customer impact analysis, warranty evidence, survey insights, and business risk assessment.
Contribute to milestone readiness assessments by evaluating quality maturity, open issue status, validation evidence, customer risk, and launch readiness for connected services features.
Promote a continuous improvement mindset by capturing lessons learned, supporting problem‑solving activities, mentoring engineering teams, and helping embed quality‑by‑design practices into development and serial life.