Customer Experience Program Manager

Job description

S tellantis 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 I nclude: - 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 Copi...