Manager, Customer Experience - Training & Voice of Customer (Aftersales)

The role

The Manager, Customer Experience - Aftersales will drive measurable improvements in the customer experience by partnering with internal teams and the dealer network. This role involves analyzing data, creating training programs, and developing strategic initiatives to enhance service lane satisfaction.

What you will do

• Improve and sustain customer satisfaction in the service lane through strategic initiatives and metrics analysis.
• Collaborate with Aftersales Regions, Service, Warranty, and other departments to align initiatives.
• Develop network-wide insights on systemic successes and challenges impacting customer satisfaction.
• Identify target dealers and work with District and Region Aftersales Managers to create action plans.
• Create contests and award programs for customer satisfaction and training.
• Develop and implement non-technical training for dealer partners including web-based training and webinars.
• Work cross-functionally on the introduction of new models including training and dealer certification.
• Manage dealer processes using advanced analytics and platforms like Qualtrics.
• Lead initiatives related to brand sentiment and reputation in the service drive.
• Oversee CX dealer systems to optimize utilization.

Required qualifications

• 8 + years progressive, exempt-level automotive retail/OEM experience
• BA/BS Degree in Business, Communications, Marketing, Automotive Technology, or equivalent combination of relevant education and experience
• Strong analytical and storytelling skills
• Comprehensive knowledge of Microsoft Office
• Ability to work independently, without significant oversight or direction
• Ability to effectively manage multiple priorities and meet deadlines
• A sense of humor and enjoyment of the challenge

Nice to have

• Automotive Aftersales experience
• Strong understanding of dealership operations, warranty and customer pay
• Ability to motivate and influence others without formal authority
• Experience pulling information from a data warehouse
• Experience with AI tools utilization or improvement in a customer-facing environment
• Experience in the development and deployment of training and other related content

Benefits

• Medical, dental, and vision plans
• Discounted Employee Lease Car program
• Monthly car allowance contingent upon a satisfactory driving record
• 401(k) with Company match and annual contributions
• Professional development opportunities, including training and tuition reimbursement
• Employee resource groups
• Up to 30 days of paid time off including holidays, vacation, and other leave options

About the company

Mitsubishi Motors North America (MMNA) is driving innovation, quality, and excellence in the automotive industry. The company is focused on a modernized retail model through its Momentum 2030 plan.