Customer Experience Programs Manager

The Program Manager, Customer Experience Programs will lead priority programs that strengthen customer connections to dealers and Stellantis, improve loyalty, and deliver measurable customer experience improvements across key ownership touchpoints. This role operates within Customer Journey Experience and serves as a cross-functional program owner for customer engagement, loyalty, dealer connection, customer events, and immediate execution of the Universal AI Chatbot business plan.

Make customer engagement and loyalty a disciplined, measurable program capability rather than a collection of disconnected activities. This role exists to create repeatable programs that bring customers closer to dealers and the company, convert customer journey priorities into executable plans, and ensure customer-facing initiatives are governed with clear ownership, timelines, stakeholder alignment, and measurable outcomes.

Operating within Customer Journey Experience, Customer Experience Programs owns the execution layer that connects Brands, Network Development, Field Operations, Manufacturing, Customer Care, Mopar, ICT, AI Transformation, Marketing, and other functions around programs that increase trust, loyalty, service retention, repurchase, and advocacy.

• Bachelors Degree in Business, Data Analytics or related field
• 7+ years leading customer experience, loyalty, dealer engagement, program management, digital transformation, marketing operations, customer care, or cross-functional enterprise initiatives.
• Demonstrated ability to translate strategy into executable programs with clear scope, milestones, stakeholder ownership, governance, and measurable outcomes.
• Experience working across brands, field teams, dealer network, manufacturing, marketing, technology, customer care, or aftersales organizations.
• Strong program management discipline with the ability to manage multiple workstreams, risks, dependencies, and decision needs simultaneously.
• Ability to build trusted partnerships with matrixed stakeholders and influence without direct authority.
• Analytical mindset with the ability to use customer, dealer, program, and performance data to drive decisions and continuous improvement.
• Clear communication skills with the ability to prepare concise leadership updates, business plans, action registers, and executive-ready recommendations.