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Customer Experience Program ManagerStellantis • Auburn Hills, Michigan, United States
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Customer Experience Program Manager

Stellantis
  • US
    Auburn Hills, Michigan, United States
  • US
    Auburn Hills, Michigan, United States
Postuler Maintenant

À propos

Stellantis Mopar Service, Parts & Customer Care is seeking a highly skilled Customer Experience Program Manager to lead development and execution of adealer service improvement program. This role is a key contributor within the Technical Service Organization and is responsible for driving measurable improvements in dealer service operations, Fixed First Visit (FFV), and overall customer satisfaction.

The Program Manager will leverage internal and external data sources, customer feedback, and dealer performance metrics to identify systemic issues impacting the customer experience, prioritize dealer intervention, and drive sustainable improvement through structured consulting engagements and action plans. This role requires strong analytical capability, executive‑level communication skills, and credibility within dealer fixed operations.

Duties Include:

  • 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 operationsand customer experience outcomes.
  • Coordinate with Field Operations, Business Centers, Warranty Administration, Training, and Technical Support teams to align improvement initiatives and resources.
  • 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. 

Success in This Role:

  • Sustained improvement in Fixed First Visit (FFV) and customer satisfaction metrics across targeted dealers
  • Improved warranty quality, reduced rework, and enhanced diagnostic accuracy
  • Clear, measurable dealer action plans with consistent follow‑through and accountability
  • Strong collaboration across Mopar, Field Operations, and dealer leadership
  • A scalable, datadriven program that delivers networkwide insight and longterm improvement

Our Benefits - Designed with You in Mind

Comprehensive Health & Well-being Coverage

From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected.

Generous Paid Time Off

We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.

Competitive Retirement Savings Plans

We help you plan for the future with:

    • An employer match on contributions to your 401k, Roth, and Catch-Up plans
    • An employer contribution, even if you don’t contribute

Income Protection & Insurance Options

Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters.

Company Vehicle Lease Program

Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.

Family Building Benefit

We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.

Support for Your Growth and Giving Back

We believe in investing in your future and your passions:

    • Tuition reimbursement
    • Student loan refinancing programs
    • 18 paid volunteer hours each year to make a difference in your community

And so much more!

When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.

  • Auburn Hills, Michigan, United States

Compétences linguistiques

  • English
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