Customer Experience Manager

Lithia & Driveway; Latham (NY); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs

Job summary

Latham Ford, a Lithia & Driveway dealership, seeks a Customer Experience Manager to elevate the customer journey from initial contact through post-sale support. You will lead follow-up, monitor feedback trends, and drive improvements with the leadership team.

This on-site role requires strong communication, a results-driven mindset, and availability on Saturdays. You will report to the Service Manager and collaborate across departments to ensure exceptional service delivery.

Qualifications

• 2+ years in customer service or related fields.
• Able to communicate with customers and co-workers.
• Willing to handle multiple tasks.
• Proficient with computers and data entry.
• Available to work Saturdays.

Responsibilities

• Build relationships with customers and enhance the customer experience.
• Lead customer follow-up and address concerns.
• Monitor CSI/SSI performance and feedback trends.
• Collaborate on process improvements with dealership leadership.
• Respond to online reviews and customer feedback.
• Assist with scheduling, training, and departmental support.
• Support program audits and reporting requirements.
• Help with receptionist scheduling and departmental support.

Skills

Customer service

Communication

Time management

Attention to detail

Education

High School Diploma

Tools

MS Office

Data entry systems

Job description

Dealership:

L0367 Ford of Latham

Hiring: Customer Relations Manager

• Schedule: You will need to be available to work a flexible schedule, including evenings, weekends, and holidays.

Why Join Our Team?

At Latham Ford , we are committed to creating exceptional customer experiences before, during, and after the sale. We’re looking for a customer-focused Customer Experience Manager to help increase customer satisfaction, strengthen dealership processes, and support continuous improvement projects. You’ll improve the customer experience working with a collaborative team and supportive leadership that values service excellence, teamwork, and professional growth.

You will report to the Service Manager.

This is an on-site position located in Latham, NY.

What You’ll Do

• Build relationships with customers and help enhance the customer experience
• Lead customer follow-up efforts and address concerns
• Monitor and improve CSI/SSI performance and customer feedback trends
• Partner with dealership leadership on process improvements and customer satisfaction plans
• Respond to online reviews and customer feedback
• Monitor calls and provide coaching opportunities to support team performance
• Support manufacturer programs, audits, and survey reporting requirements
• Help with receptionist scheduling, training, and departmental support

What You’ll Bring

• 2+ years of customer service, customer relations, hospitality, retail, or automotive experience
• You will be communicate with customers and co-workers
• You will handle a variety of tasks
• Review customer feedback and identify improvement opportunities
• Proficiency with computers, Microsoft Office, and data entry systems
• You will deliver outstanding customer experiences
• Availability to work Saturdays as our needs require
• Acceptable driving record and a valid driver’s license in your state of residence.

Benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase DiscountsWellness Programs

Estimated Annual Compensation: $36,000 to $50,000

Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.

Additional information about our Total Rewards benefits can be reviewed on our careers site at totalrewards.lithiadriveway.com

About Us

At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We’ve built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We may make reasonable accommodations to enable individuals to perform the essential functions.