Customer Experience Manager
At a glance
Manager-level Customer Success role at Lithia & Driveway. Latham · full-time · $36,000–$50,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Build customer relationships, then follow up on concerns to strengthen their experience
- Track CSI/SSI results and feedback patterns, using them to spot where service needs to improve
- Work with dealership leaders on process changes and plans to raise customer satisfaction
- Review online comments, monitor calls, and coach team members on customer interactions
- Support manufacturer audits and surveys, plus receptionist scheduling, training, and department tasks
What you bring
- At least two years in customer service, hospitality, retail, automotive, or a related customer-facing role
- You can use Microsoft Office, computers, and data-entry systems to handle customer information
- You hold a valid license and have an acceptable driving history
- You have completed high school or an equivalent credential and are at least eighteen
Who this fits
This on-site Latham role suits someone comfortable handling customer issues, follow-up, and varied dealership support work. You'll report to the Service Manager and need to work a flexible schedule, including evenings, weekends, and holidays, with Saturday availability as needed.
From the employer
Dealership:
L0367 Ford of LathamHiring: Customer Relations Manager
- Schedule: You will need to be available to work a flexible schedule, including evenings, weekends, and holidays.
Why Join Our Team?
At Latham Ford, we are committed to creating exceptional customer experiences before, during, and after the sale. We're looking for a customer-focused Customer Experience Manager to help increase customer satisfaction, strengthen dealership processes, and support continuous improvement projects. You'll improve the customer experience working with a collaborative team and supportive leadership that values service excellence, teamwork, and professional growth.
You will report to the Service Manager.
This is an on-site position located in Latham, NY.
What You'll Do
- Build relationships with customers and help enhance the customer experience
- Lead customer follow-up efforts and address concerns
- Monitor and improve CSI/SSI performance and customer feedback trends
- Partner with dealership leadership on process improvements and customer satisfaction plans
- Respond to online reviews and customer feedback
- Monitor calls and provide coaching opportunities to support team performance
- Support manufacturer programs, audits, and survey reporting requirements
- Help with receptionist scheduling, training, and departmental support
What You'll Bring
- 2+ years of customer service, customer relations, hospitality, retail, or automotive experience
- You will be communicate with customers and co-workers
- You will handle a variety of tasks
- Review customer feedback and identify improvement opportunities
- Proficiency with computers, Microsoft Office, and data entry systems
- You will deliver outstanding customer experiences
- Availability to work Saturdays as our needs require
- Acceptable driving record and a valid driver's license in your state of residence.
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
Estimated Annual Compensation: $36,000 to $50,000
Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.
Additional information about our Total Rewards benefits can be reviewed on our careers site at totalrewards.lithiadriveway.com
About Us
At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We've built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.
High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We may make reasonable accommodations to enable individuals to perform the essential functions.
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