Aftersales CX Manager — Hybrid, Training & Insights

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

Benefits offered by this job

Family healthcare – medical, dental, &

Employee lease car program

Monthly car allowance

401(k) with company match

Professional development opportunities

Paid time off up to 30 days

Hybrid working environment

Collaborative workplace

Job summary

Mitsubishi Motors North America, Inc. (MMNA) seeks a Manager, Customer Experience – Aftersales at its Franklin, TN headquarters. The role drives service drive improvements, dealer alignment, and customer journey optimization across Aftersales teams and dealer partners nationwide.

You will build training programs, lead strategic initiatives, and oversee CX metrics, with a hybrid schedule (3 days in office) and travel minimal. Strong analytics and leadership are essential.

Qualifications

• 8+ years progressive automotive retail/OEM experience
• BA/BS in Business, Communications, Marketing, Automotive Technology, or equivalent experience
• Automotive Aftersales experience preferred; deep understanding of dealership operations
• Ability to influence and build consensus with dealer partners
• Strong analytical storytelling; proficient in MS Office; familiarity with VoC platforms and LMS tools
• Experience developing/deploying training content or direct training experience a plus
• Ability to work independently, manage multiple priorities, and meet deadlines

Responsibilities

• Differentiate Mitsubishi in the Service Drive and lead initiatives to improve customer satisfaction.
• Partner with Aftersales Regions, Service, Warranty, Customer Connections, Dealer Development, Legal, and others to align initiatives.
• Develop insights into systemic successes and challenges; conduct assessments with District/Region Aftersales Managers.
• Create training and award programs; lead strategic initiatives with Sales CX Manager.
• Support new model launches with training, certification, and dealer engagement.
• Present to Executive Committee and MMNA leadership; manage CX – Aftersales budget and contracts.

Skills

Customer experience

Analytical ability

Communication skills

Leadership

Influence without authority

MS Office

VoC platforms

LMS tools

Data warehouse/AI tools

Education

BA/BS in Business/Communications/Marketing/Automotive Technology

Tools

VoC platforms

LMS tools

Data warehousing/AI tools

Job description

Mitsubishi Motors North America, Inc. (MMNA) seeks a Manager, Customer Experience – Aftersales at its Franklin, TN headquarters. The role drives service drive improvements, dealer alignment, and customer journey optimization across Aftersales teams and dealer partners nationwide.

You will build training programs, lead strategic initiatives, and oversee CX metrics, with a hybrid schedule (3 days in office) and travel minimal. Strong analytics and leadership are essential.