Senior Customer Experience Leader – Automotive Service

Mitsubishi Motors North America, Inc.; Franklin (TN); Híbrido; USD 105.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Employee Lease Car program

Car allowance

401(k) with match

Professional development

Paid time off

Hybrid working environment

Collaborative workspace

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Automotive retail/oem experience

Influence & consensus

Analytical storytelling

Microsoft Office

VoC platforms

LMS tools

Training content development

Educación

BA/BS in Business or related field

Herramientas

Microsoft Office

VoC platforms

LMS tools

Data warehousing concepts

AI tools (basic)

Descripción del empleo

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.