Customer Experience Program Manager

Stellantis Mopar Service, Parts & Customer Care is seeking a highly skilled Customer Experience Program Manager to lead 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.Duties IncludeLead 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. Success In This RoleSustained 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 Basic QualificationsBachelor’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 Preferred Qualifications2+ 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 Our Benefits — Designed With You In MindComprehensive Health & Well-being CoverageFrom 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. Also, our Employee Assistance Program (EAP) offers confidential support for personal and professional challenges, always ready when you need it.Family Building BenefitWe proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.Generous Paid Time OffWe 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 PlansWe Help You Plan For The Future WithAn employer match on contributions to your 401k, Roth, and Catch-Up plansAn employer contribution, even if you don’t contributeIncome Protection & Insurance OptionsBenefit from both employer-provided and voluntary plan offerings, including life insurance, group accident, critical illness, etc. - supporting the needs of you and your family and ensuring peace of mind.Company Vehicle Lease ProgramEligible employees and their immediate families can participate in the company vehicle lease program, providing access to Stellantis vehicles with insurance, maintenance, and unlimited miles included. Plus, take advantage of exclusive discounts on Stellantis products.Support for Your Growth and Giving BackWe believe in investing in your future and your passions:Tuition reimbursementStudent loan refinancing programs18 paid volunteer hours each year to make a difference in your communityAnd 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.At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.EOE / Disability / Veteran