Sr. Manager, Dealer Experience Strategy

About the role

The Sr. Manager, Dealer Experience Strategy leads the team responsible for shaping and advancing dealer experience strategies across digital and non-digital product platforms. This role oversees dealer strategy, voice of dealer, dealer journey mapping, UX design, and performance insights to support business goals and improve dealer satisfaction.

Responsibilities

• Lead the development and execution of dealer experience strategies and roadmaps across digital and non-digital product platforms.
• Align dealer experience priorities with business objectives, customer needs, and dealer satisfaction goals in partnership with product, sales, service, marketing, and technology stakeholders.
• Identify and prioritize experience improvement opportunities that strengthen dealer engagement, operational effectiveness, and overall journey performance.
• Ensure alignment between OEM digital strategy and in-dealer execution.
• Oversee dealer voice programs and feedback channels, including surveys, complaints, field input, and dealer council insights, to understand dealer needs and pain points.
• Translate dealer feedback and research findings into actionable recommendations and prioritized initiatives that support experience improvements.
• Partner with cross-functional teams to ensure dealer insights are incorporated into planning, prioritization, and decision-making.
• Conduct deep dealer research (internal/external) to shape strategic roadmaps.
• Lead dealer journey mapping efforts across key touchpoints to identify friction points, service gaps, and opportunities to improve the dealer and customer experience.
• Develop and maintain prioritized improvement backlogs that support ongoing optimization of dealer-facing processes, tools, and experiences.
• Monitor journey performance and work with business partners to implement enhancements that improve satisfaction, usability, and efficiency.
• Leverage dealer, customer, and operational performance data to assess experience effectiveness and identify trends, risks, and improvement opportunities.
• Prepare and present insights, recommendations, and updates to leadership to support informed decision-making and prioritization.
• Develop reporting and performance measures that track dealer experience health, journey effectiveness, and progress against business and satisfaction goals.
• Provide leadership and oversight for UX design activities supporting dealer-facing platforms and experiences.
• Develop and maintain UX standards, design guidance, and experience principles to promote consistency and usability across dealer touchpoints.
• Partner with product, digital, and technology teams to support the design and delivery of intuitive, workflow-driven solutions that address dealer needs.
• Support the development of dealer communication strategies that improve clarity, consistency, and awareness of dealer-facing tools, programs, and experience enhancements.
• Partner with internal stakeholders to align messaging and promote adoption of new capabilities, processes, and experience improvements across the dealer network.
• Facilitate collaboration across teams to ensure dealer experience initiatives are effectively prioritized, aligned, and implemented.
• Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Requirements

• Minimum 8 years of related experience in dealer experience, customer experience, product strategy, digital experience, journey management, UX, insights, or a related field.
• Minimum 3 years supervisory experience.
• Strong leadership and people management skills, with the ability to coach, develop, and lead high-performing teams.
• Knowledge of dealer experience, customer experience, journey mapping, and experience improvement methodologies.
• Understanding of UX principles, digital experience design, and usability best practices for dealer-facing and customer-facing solutions.
• Knowledge of voice of dealer, customer feedback, and research methodologies used to assess needs, pain points, and satisfaction drivers.

Qualifications

• Bachelor’s degree in Business, Finance, Marketing, Digital Experience, User Experience, Communications, or related field.

Skills

• Experience with Salesforce is a plus.

Benefits

• Competitive pay
• Vehicle benefits
• Flexible work schedule
• Health coverage
• 401(k) with company match
• Wellbeing programs
• Paid volunteer time off

Pay

$144,000.00 - $223,200.00

Schedule

Full-time