Program Manager

Job Title, Summary, and Location

Job Title: Program Manager, Stellantis Client Relations (Buyback Program)

Location: Hybrid position at MSX Troy, MI office and on-site at Stellantis (FCA) facilities, as required by program needs

Program Overview: This role supports MSX's field service program for Stellantis, which addresses vehicle service issues that put new vehicles at risk of manufacturer buyback. The program is delivered through a national network of approximately 110 field service agents deployed at dealerships.

Position Summary: The Program Manager serves as the primary liaison between Stellantis and MSX International, representing MSX's interests to the client while safeguarding the client relationship. This person is accountable for the day-to-day health of the partnership which includes building trust, resolving issues before they escalate, and strengthening the bond between the two companies. Success in this role depends on credibility with Stellantis stakeholders, which makes prior Stellantis or FCA experience highly valuable.

Key Responsibilities

• Serve as the primary day-to-day point of contact between Stellantis and MSX International on the buyback-prevention service program
• Build and maintain a strong, trust-based relationship with Stellantis stakeholders, acting as the face of MSX at the client site
• Provide oversight and program-level direction for approximately 110 field service agents deployed at Stellantis dealerships nationally
• Monitor program performance against service issue resolution and vehicle buyback-avoidance targets; report results and trends to both MSX leadership and the Stellantis client
• Identify and resolve service or performance issues proactively, before they escalate into client concerns
• Partner with MSX field leadership (regional managers, coordinators) to ensure consistent execution and communication across the dealer network
• Represent MSX in regular client meetings, business reviews, and planning sessions at Stellantis facilities
• Translate client priorities and expectations into actionable direction for the MSX program team
• Support contract performance, scope discussions, and program growth opportunities with the client
• Champion MSX's value proposition to strengthen and grow the overall partnership with Stellantis

Qualifications and Ideal Background

Preferred background: Prior experience at FCA or Stellantis is strongly preferred; ideally as a mid-level individual contributor or an entry-level (first-line) manager, roughly equivalent to a Stellantis Level 93 or 94. This background gives the candidate existing credibility, cultural fluency, and relationships within the client organization.

Experience:

• 5+ years of experience in automotive service, quality, program management, or a related client-facing role
• Experience working within or alongside an OEM (preferably Stellantis/FCA) on service, warranty, or quality-related programs
• Demonstrated success managing or influencing a distributed field team
• Experience managing service-related buyback, lemon law, or vehicle quality escalation processes is a strong plus

Skills:

• Exceptional relationship-building and stakeholder management skills; able to operate credibly with both client executives and field-level staff
• Strong communication and executive presence, comfortable representing MSX on-site at the client
• Program/project management skills — able to track performance, manage issues, and report results
• Problem-solving orientation with the ability to navigate and resolve conflict diplomatically
• Comfortable working in a hybrid model, splitting time between the MSX Troy office and the Stellantis site

Education: Bachelor's degree preferred (business, engineering, or related field), or equivalent relevant experience

#HRUProfessional