Manager, Customer Experience - Training & Voice of Customer; Aftersales

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.

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.

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

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.

• 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…