Customer Experience Program Manager

Stellantis•Auburn Hills, MI

About The Position

Stellantis Mopar Service, Parts & Customer Care is seeking a highly skilled Customer Experience Program Manager to lead the development and execution of a dealer 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.

Requirements

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

Nice To Haves

2+ years of experience working with JD Power and/or internal OEM customer satisfaction surveys
Experience using advanced analytics, text analytics, or AI-driven insight tools
Prior experience in dealer consulting, operational excellence, quality improvement, or OEM field support roles
Familiarity with warranty compliance processes and fixed-operations performance metrics

Responsibilities

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.
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.