Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Customer Experience Program Manager
Job
Stellantis
Lake Angelus, MI (In Person)
Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
57
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
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, executivelevel communication skills, and credibility within dealer fixed operations.
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 indepth dealer assessments to identify true root causes.
Create dealerspecific, prioritized action plans with defined owners, KPIs, and 30/60/90day milestones.
Lead followup reviews to evaluate progress, validate improvement, and adjust action plans as needed.
Prepare executivelevel presentations summarizing dealer findings, trends, and program outcomes.
Present datadriven insights and recommendations to internal leadership, Field Operations teams, and dealer management.
Provide networkwide insights on systemic service, warranty, and technical gaps impacting customer satisfaction. Success in
Strong proficiency in Microsoft Office 365, including PowerPoint, Excel, and Copilot AIDemonstrated 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 levelsAbility to effectively engage with a broad range of dealership personnel and Stellantis field staffWillingness to travel as required for dealer engagement and onsite assessments
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, executivelevel communication skills, and credibility within dealer fixed operations.
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... For full info follow application link. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
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, executivelevel 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 followup 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 indepth dealer assessments to identify true root causes.
Create dealerspecific, prioritized action plans with defined owners, KPIs, and 30/60/90day milestones.
Lead followup reviews to evaluate progress, validate improvement, and adjust action plans as needed.
Prepare executivelevel presentations summarizing dealer findings, trends, and program outcomes.
Present datadriven insights and recommendations to internal leadership, Field Operations teams, and dealer management.
Provide networkwide 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 dealersImproved warranty quality, reduced rework, and enhanced diagnostic accuracyClear, measurable dealer action plans with consistent followthrough and accountabilityStrong collaboration across Mopar, Field Operations, and dealer leadershipA scalable, datadriven program that delivers networkwide insight and longterm improvementBasic Qualifications:
Bachelor's degreeMinimum 8 years of relevant work experience.Strong proficiency in Microsoft Office 365, including PowerPoint, Excel, and Copilot AIDemonstrated 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 levelsAbility to effectively engage with a broad range of dealership personnel and Stellantis field staffWillingness to travel as required for dealer engagement and onsite assessments
Preferred Qualifications:
2+ years of experience working with JD Power and/or internal OEM customer satisfaction surveysExperience using advanced analytics, text analytics, or AIdriven insight toolsPrior experience in dealer consulting, operational excellence, quality improvement, or OEM field support rolesFamiliarity with warranty compliance processes and fixedoperations performance metricsStellantis 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, executivelevel 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 followup 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... For full info follow application link. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.