CX & Technology Specialist
About The Position
Lithia & Driveway is seeking a Customer Experience (CX) & Technology Specialist to optimize the digital customer experience across its dealership ecosystem. This role involves technology expertise, vendor management, operational consulting, and performance analysis to drive adoption, improve customer engagement, and maximize technology ROI. The ideal candidate is passionate about automotive retail, customer experience, and emerging technology, and wants to make a measurable impact at scale. The role is remote within the U.S. and requires up to 25% travel across the U.S. and Canada.
Requirements
- Bachelor’s degree (Business, Communications or Marketing) or equivalent experience.
- 5+ years of automotive retail experience.
- Knowledge of CRM processes, sales workflows, and digital retail tools including PRISM, FourEyes, Phone AI, lead nurture, and trade acquisition platforms.
- Experience with vendor management, CX technology, and performance reporting.
- Strong analytical, organizational, and problem-solving skills.
- Ability to collaborate cross-functionally and manage multiple priorities in a fast-paced environment.
- High School graduate or equivalent, 18 years or older required.
Responsibilities
- Manage and optimize CX technology platforms including CRM, chat, call tracking, digital retail, video, AI, and equity mining tools.
- Serve as the subject matter expert for assigned platforms, overseeing vendor relationships, onboarding, performance, and roadmap alignment.
- Lead vendor business reviews and establish best practices, KPIs, and workflows to improve adoption and ROI.
- Partner with dealership operations, RMOs, marketing, and internal teams to improve digital customer experiences and technology utilization.
- Support integration and optimization across customer touchpoints including web, phone, email, text, aftersales, and OEM initiatives.
- Develop reporting and performance insights to drive operational improvements and strategic decision-making.
- Support field adoption through training, audits, coaching, and ongoing collaboration with vendor partners and dealership teams.
Benefits
- Competitive pay
- Medical, Dental and Vision Plans
- Paid Holidays & PTO
- Short and Long-Term Disability
- Paid Life Insurance
- 401(k) Retirement Plan
- Employee Stock Purchase Plan
- Lithia Learning Center
- Vehicle Purchase Discounts
- Wellness Programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
