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 Include: 

• 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. 
  
  

Success in This Role: 

• Sustained 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