Aftersales CX Manager - Elevate Customer Experience

Mitsubishi Motors North America, Inc.; Franklin (VA); Hybrid; USD 105,000 - 115,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) with company match

Car allowance

Paid time off

Hybrid working environment

Job summary

Mitsubishi Motors North America, Inc. (MMNA) seeks a Manager, Customer Experience – Aftersales to elevate the customer journey across the Aftersales side of the business, partnering with internal teams and our dealer network nationwide.

This role focuses on measurable, sustainable improvements guided by data and customer insight. The position requires leadership across teams, development of training programs, and collaboration with Sales, Aftersales Regions, and other stakeholders to drive

Qualifications

• 8+ years progressive, exempt-level automotive retail/OEM experience.
• Strong analytical and storytelling skills; MS Office and VoC tool experience.
• Experience developing training and content for internal/external audiences.
• Ability to manage multiple priorities with minimal supervision.

Responsibilities

• Lead and elevate customer experience across the Aftersales journey with dealers and internal teams.
• Identify root causes from data and feedback; create action plans and training programs.
• Develop and implement cross-functional initiatives to improve satisfaction and loyalty.
• Mentor team members and manage CX budget and partnerships.

Skills

Leadership

Analytical skills

Customer experience

Cross-functional collaboration

Education

BA/BS Degree

Job description

Mitsubishi Motors North America, Inc. (MMNA) seeks a Manager, Customer Experience – Aftersales to elevate the customer journey across the Aftersales side of the business, partnering with internal teams and our dealer network nationwide.

This role focuses on measurable, sustainable improvements guided by data and customer insight. The position requires leadership across teams, development of training programs, and collaboration with Sales, Aftersales Regions, and other stakeholders to drive