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

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

Benefits offered by this job

Healthcare coverage

Employee Lease Car program

Car allowance

401(k) with match

Professional development

Paid time off

Hybrid working environment

Collaborative workspace

Job summary

Mitsubishi Motors North America, Inc. is seeking a Senior Customer Experience Leader based in Franklin, TN, to elevate the service drive and dealer network CX. You will partner across Aftersales, Sales, Legal, and dealer partners to close journey gaps and drive measurable improvements.

You'll lead analytics-driven initiatives, mentor a small team, manage CX budgets, and help launch training programs, certifications, and contests aligned with Momentum 2030 goals.

Qualifications

• 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 dealership operations knowledge.
• Ability to influence and build consensus with dealer partners.
• Analytical storytelling, data-driven decision making, and familiarity with VOC tools.
• Experience developing/deploying training content is a plus.
• Independent work style with ability to manage multiple priorities.

Responsibilities

• Lead initiatives to improve and sustain customer satisfaction in the service lane.
• Partner with Aftersales Regions, Service, Warranty, and others to align initiatives.
• Develop network-wide insights and coordinate with District/Region managers.
• Create customer satisfaction and training contests/awards programs.
• Develop non-technical training for dealer parts/service personnel.
• Support new model launches with training and certification.

Skills

Automotive retail/oem experience

Influence & consensus

Analytical storytelling

Microsoft Office

VoC platforms

LMS tools

Training content development

Education

BA/BS in Business or related field

Tools

Microsoft Office

VoC platforms

LMS tools

Data warehousing concepts

AI tools (basic)

Job description

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.