Manager, Customer Experience - Training & Voice of Customer

Summary of Role:

Mitsubishi Motors North America (MMNA) is advancing its Momentum 2030 plan, centered on a modernized retail model that puts the customer experience first. The Customer Experience (CX) Department, now an independent department connecting Sales, Aftersales, and the full customer journey, is seeking a Manager, Customer Experience – Aftersales.

This role will elevate the Aftersales customer experience by working cross-functionally with internal teams and dealer partners nationwide. You'll drive measurable, sustainable improvements using dealer performance metrics, internal/external feedback, and customer insight to identify issues affecting the customer experience. You'll consult with the Aftersales team, build training programs and action plans, and lead strategic initiatives to sustain improvement and reward success.

Responsibilities:

Differentiate Mitsubishi in the Service Drive

• Lead initiatives to improve and sustain customer satisfaction in the service lane: developing strategies, analyzing metrics, and holding dealer partners accountable; collaborate with the Sales CX Manager for a seamless customer journey.
• Partner with Aftersales Regions, Service, Warranty, Customer Connections, Dealer Development, Legal, and others to align initiatives, close journey gaps, identify regional training needs, and prioritize resources.
• Develop network-wide insights into systemic successes and challenges. Identify target dealers, work with District/Region Aftersales Managers on in-depth assessments and root-cause analysis, and adjust action plans. Also engage high-performing dealers to understand emerging customer needs.
• Create impactful customer satisfaction and training contests/award programs, aligned with the Sales CX Manager.
• Develop non-technical training for dealer parts/service personnel (selling skills, trust-building, digital tools, new programs) via web-based training, webinars, and video content.
• Support new model launches (training, accessory training, dealer certification) to engage and retain new-to-brand customers as Momentum 2030 introduces new products.

Listen to the Customer

• Manage and improve dealer processes based on online reviews, CSI studies, internal surveys, and Customer Connections data; use analytics platforms (e.g., Qualtrics) to measure performance and drive outcomes.
• Lead brand sentiment/reputation initiatives in the service drive using data (e.g., Reputation), shaping long-term vision, timeline, training, and objectives.
• Oversee CX dealer systems (e.g., Mitsubishi Academy), optimizing utilization and consulting internally and with dealers on tool-driven improvements.

Leadership and Team Management

• Present to the Executive Committee and MMNA leadership; participate in cross-functional strategy discussions.
• Lead, mentor, and evaluate team members (currently one direct report).
• Oversee budget and revenue accounts for CX – Aftersales.
• Manage contracts and approvals in partnership with Legal.

*Other duties as assigned.

Position Location and Schedule:

Based at MMNA Headquarters in Franklin, TN; hybrid schedule (3 days/week in office, subject to change). Minimal domestic travel (2–3x/year); no international travel expected. Full-time, Monday–Friday, 40+ hours/week.

Required Qualifications:

Strong customer experience acumen, analytical ability, and communication skills across all levels of the company. Proven track record improving satisfaction, loyalty/retention, and service lane/parts sales.

• 8+ years progressive, exempt-level automotive retail/OEM experience
• BA/BS in Business, Communications, Marketing, Automotive Technology, or equivalent experience
• Automotive Aftersales experience preferred; strong understanding of dealership operations, warranty/customer pay, and journey impact
• Ability to influence and build consensus without formal authority, including with dealer partners
• Strong analytical/storytelling skills; proficient in Microsoft Office and familiar with VoC platforms and LMS tools; data warehouse and AI tool experience a plus
• Experience developing/deploying training content or direct training experience a plus
• Ability to work independently, manage multiple priorities, and meet deadlines
• A sense of humor and enjoyment of a challenge

Pay Transparency:

The base salary for this position ranges between $105,000 to $115,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Drive with Perks: This position comes with monthly a car allowance, contingent upon a satisfactory driving record.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Enjoy the best of remote and in-office work in our modern office located in the trendy area of Franklin, TN.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.