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

Summary of Role

Mitsubishi Motors North America (MMNA) is advancing its Momentum 2030 plan, centered on a modernized retail model that puts the customer experience first. The Customer Experience (CX) Department, now an independent department connecting Sales, Aftersales, and the full customer journey, is seeking a Manager, Customer Experience – Aftersales. This role will elevate the Aftersales customer experience by working cross-functionally with internal teams and dealer partners nationwide. You'll drive measurable, sustainable improvements using dealer performance metrics, internal/external feedback, and customer insight to identify issues affecting the customer experience. You'll consult with the Aftersales team, build training programs and action plans, and lead strategic initiatives to sustain improvement and reward success.

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 Man