Program Manager, Owner Experience

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🔥 0 minutes ago

🏈 Alabama, Arizona, +34 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $95.5k - $145.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 0%

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Mazda North American Operations

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1970

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Mazda North American Operations is the North American subsidiary of Mazda Motor Corporation responsible for marketing, sales, distribution, and customer support of Mazda automobiles across the United States (and broader North America). The company showcases and sells a full lineup of passenger cars, crossovers, SUVs, hybrid and plug-in hybrid models, and sports cars through a network of local dealerships, offers financing and warranty products, certified pre-owned programs, owner services, accessories, and promotional offers. Mazda North American Operations emphasizes vehicle design, safety, electrification options, and customer ownership experiences.

📋 Description

• Serve as a subject matter expert in Mazda's Omotenashi philosophy • Translate strategic priorities into programs and initiatives that strengthen dealer adoption, enhance the owner experience, and support retail excellence across the dealer network • Drive Owner Experience and Omotenashi initiatives from concept through implementation, including program design, roadmaps, budgets, timelines, milestones, and success metrics • Develop tools, resources, frameworks, and best practices for dealerships • Execute communications and engagement plans to drive awareness, participation, and adoption throughout the dealer network • Create dealer-facing communications for activations, ambassador engagement, workshops, leadership forums, recognition programs, and new initiatives • Deliver dealer recognition initiatives and showcase impactful Omotenashi implementation • Design executive presentations, facilitation materials, implementation guides, business cases, dealer resources, communication campaigns, and support materials • Partner with Retail Operations, Regions, Field Teams, CRM, Training, Marketing, HR, and other business functions • Support internal MNAO adoption through communications, storytelling, engagement activities, and collaboration • Champion Omotenashi through presentations and facilitation for dealer, regional, and internal audiences • Identify and resolve program risks, barriers, and opportunities • Expand, strengthen, and sustain Mazda’s dealer community • Develop engagement strategies for Omotenashi Ambassadors and dealer leadership • Coordinate and facilitate dealer activations, workshops, forums, networking, peer-learning, and community-building activities • Build relationships with dealer leaders, ambassadors, area experience managers, and regional teams • Support dealer onboarding and activation with implementation resources, engagement plans, and sustainment strategies • Identify, document, and share dealership best practices • Capture dealer feedback, challenges, and emerging needs • Develop measurement strategies and KPIs for engagement, adoption, effectiveness, business impact, communications, participation, and recognition • Analyze qualitative and quantitative feedback to identify trends, opportunities, and barriers • Develop executive reporting, dashboards, presentations, and strategic recommendations • Measure effectiveness of workshops, forums, resources, communications, activations, and engagement activities • Connect initiatives to owner experience, customer satisfaction, dealer performance, retention, and loyalty outcomes • Identify emerging trends, innovative approaches, and best practices • Perform other duties as assigned and comply with all policies and standards

🎯 Requirements

• 5+ years experience in customer experience, sales operations, sales enablement, or related fields required • 3+ years experience leading cross-functional initiatives and projects from concept through implementation required • Experience in automotive retail, dealership operations, customer experience, culture transformation, community-building, or dealer-facing experience preferred • Bachelor Degree in Arts/Sciences (BA/BS) Marketing Required • Bachelor Degree in Arts/Sciences (BA/BS) Business Administration/Management Required • Bachelor Degree in Arts/Sciences (BA/BS) Business Communications Required • An equivalent mix of education, training, and/or work experience may be considered in place of a degree Required • Ability to independently facilitate initiatives from concept through execution and sustainment • Strategic thinking skills with the ability to transform ideas into actionable plans and measurable outcomes • Ability to work effectively cross-functionally and influence others at all levels through compelling business cases • Confident and effective presentation skills • Professional and respectful demeanor; ability to work effectively with teams, departments, contractors, clients, and vendors • Leadership skills and ability to guide individuals, departments, or groups toward task accomplishment • Analytical and problem-solving skills, including root-cause analysis and corrective actions • Clear and effective oral and written communication skills • Organizational skills and ability to prioritize tasks and allocate resources • Emotional intelligence and ability to build strong relationships • Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook • Ability to learn and effectively utilize other company software applications • Ability to support 30% domestic flying travel

🏖️ Benefits

• Comprehensive benefits package • Remote work supported in eligible states