Customer Experience Program Manager

Job Summary

The Customer Experience Program Manager leads the development and execution of a dealer service improvement program. Key responsibilities include driving measurable improvements in FFV and customer satisfaction, leveraging data and customer feedback, and coordinating cross-functional teams.

Duties

• Lead execution and continuous development of a dealer service improvement program, including metrics, dealer engagement approach, scoring methodology, and follow-up cadence.
• Utilize advanced analytics and data platforms (Snowflake, SAS Enterprise Guide, Palantir, Qualtrics XM, PowerBI, Qlik, JD Power Live, Microsoft Copilot) to analyze data and measure dealer performance.
• Analyze internal and external customer survey results following Customer Pay and Warranty repair events to identify trends, drivers of dissatisfaction, and FFV gaps.
• Serve as the primary owner of dealer consulting engagements focused on service operations and customer experience outcomes.
• Cook up alignment improvement initiatives and resources with Field Operations, Business Centers, Warranty Administration, Training, and Technical Support teams.
• Develop and maintain dealer performance scorecards and dashboards to track progress and impact.
• Identify target dealers based on performance metrics and conduct in-depth dealer assessments to identify true root causes.
• Create dealer-specific, prioritized action plans with defined owners, KPIs, and 30/60/90-day milestones.
• Lead follow-up reviews to evaluate progress, validate improvement, and adjust action plans as needed.
• Prepare executive-level presentations summarizing dealer findings, trends, and program outcomes.
• Present data-driven insights and recommendations to internal leadership, Field Operations teams, and dealer management.
• Provide network-wide insights on systemic service, warranty, and technical gaps impacting customer satisfaction.

Qualifications

• Bachelor’s degree
• Minimum 8 years of relevant work experience
• Strong proficiency in Microsoft Office 365, including PowerPoint, Excel, and Copilot AI
• Demonstrated ability to analyze complex data sets and translate findings into actionable business strategies within data platforms such as (Snowflake, SAS Enterprise Guide, Palantir, Qualtrics XM, PowerBI, Qlik, JD Power Live, Microsoft Copilot)
• Proven experience in automotive dealer fixed operations (service, warranty, technical, or operations leadership)
• Excellent written and verbal communication skills; ability to influence at all organizational levels
• Ability to effectively engage with a broad range of dealership personnel and Stellantis field staff
• Willingness to travel as required for dealer engagement and on-site assessments

Benefits

• Comprehensive Health & Well-being Coverage
• Family Building Benefit
• Generous Paid Time Off
• Competitive Retirement Savings Plans
• Support for Your Growth and Giving Back