Description

Job Title : Sr Manager, Dealer Experience Strategy

The Sr. Manager, Dealer Experience Strategy leads the team responsible for shaping and advancing dealer experience strategies across digital and non-digital product platforms. This role oversees dealer strategy, voice of dealer, dealer journey mapping, UX design, and performance insights to support business goals and improve dealer satisfaction. Working cross-functionally with product, sales, service, marketing, and technology teams, the Sr. Manager ensures dealer experience initiatives are effectively prioritized, aligned, and executed to enhance the overall dealer and customer journey.

HOW YOU WILL MAKE AN IMPACT

1. Dealer Experience Strategy & Roadmap
• Lead the development and execution of dealer experience strategies and roadmaps across digital and non-digital product platforms.
• Align dealer experience priorities with business objectives, customer needs, and dealer satisfaction goals in partnership with product, sales, service, marketing, and technology stakeholders.
• Identify and prioritize experience improvement opportunities that strengthen dealer engagement, operational effectiveness, and overall journey performance.
• Ensure alignment between OEM digital strategy and in-dealer execution.

2. Voice of Dealer & Experience Insights
• Oversee dealer voice programs and feedback channels, including surveys, complaints, field input, and dealer council insights, to understand dealer needs and pain points.
• Translate dealer feedback and research findings into actionable recommendations and prioritized initiatives that support experience improvements.
• Partner with cross-functional teams to ensure dealer insights are incorporated into planning, prioritization, and decision-making.
• Conduct deep dealer research (internal/external) to shape strategic roadmaps.

3. Journey Management & Experience Optimization
• Lead dealer journey mapping efforts across key touchpoints to identify friction points, service gaps, and opportunities to improve the dealer and customer experience.
• Develop and maintain prioritized improvement backlogs that support ongoing optimization of dealer-facing processes, tools, and experiences.
• Monitor journey performance and work with business partners to implement enhancements that improve satisfaction, usability, and efficiency.

4. Data, Reporting & Performance Management
• Leverage dealer, customer, and operational performance data to assess experience effectiveness and identify trends, risks, and improvement opportunities.
• Prepare and present insights, recommendations, and updates to leadership to support informed decision-making and prioritization.
• Develop reporting and performance measures that track dealer experience health, journey effectiveness, and progress against business and satisfaction goals.

5. UX Direction & Design Governance
• Provide leadership and oversight for UX design activities supporting dealer-facing platforms and experiences.
• Develop and maintain UX standards, design guidance, and experience principles to promote consistency and usability across dealer touchpoints.
• Partner with product, digital, and technology teams to support the design and delivery of intuitive, workflow-driven solutions that address dealer needs.

6. Dealer Communications & Adoption
• Support the development of dealer communication strategies that improve clarity, consistency, and awareness of dealer-facing tools, programs, and experience enhancements.
• Partner with internal stakeholders to align messaging and promote adoption of new capabilities, processes, and experience improvements across the dealer network.
• Help ensure communications and engagement efforts reflect dealer needs and support a consistent experience across channels.

7. Cross-Functional Partnership & Execution
• Partner closely with sales, service, product, marketing, analytics, technology, and OEM stakeholders to align dealer experience priorities and support coordinated execution.
• Represent dealer and end-user needs in cross-functional discussions, planning activities, and experience-related initiatives.
• Facilitate collaboration across teams to ensure dealer experience initiatives are effectively prioritized, aligned, and implemented.

8. Team Leadership
• Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Qualifications

WHAT YOU WILL BRING TO THE ROLE
• Minimum 8 years of related experience in dealer experience, customer experience, product strategy, digital experience, journey management, UX, insights, or a related field.
• Minimum 3 years supervisory experience.
• Salesforce experience a plus.
• Bachelor's degree in Business, Finance, Marketing, Digital Experience, User Experience, Communications, or related field.
• Strong leadership and people management skills, with the ability to coach, develop, and lead high-performing teams.
• Knowledge of dealer experience, customer experience, journey mapping, and experience improvement methodologies.
• Understanding of UX principles, digital experience design, and usability best practices for dealer-facing and customer-facing solutions.
• Knowledge of voice of dealer, customer feedback, and research methodologies used to assess needs, pain points, and satisfaction drivers.

WE TAKE CARE OF OUR PEOPLE

At HCA, we know our success starts with our people. We offer a comprehensive rewards package designed to support your health, financial wellbeing, and life outside of work - so you can bring your best every day.

In addition to competitive pay, our benefits include:
• Hybrid work schedule offering 4 on-site days and 1 remote day per week
• Vehicle benefits designed around your role, including monthly allowances and purchase and lease discounts
• Flexible health coverage with medical, dental, and vision plans, including no cost and low-cost options
• Annual employer HSA contribution to help offset healthcare expenses
• 401(k) with company match and immediate vesting, so you can start building your future from day one
• 100% company paid life and disability insurance for added peace of mind
• Wellbeing programs at no cost to you, including gym benefits and health resources
• Generous parental leave to support growing families
• Paid Volunteer Time Off, plus a company donation to a charity of your choice

At HCA, our benefits are more than perks - they're part of our commitment to supporting you at work and in life. Learn more about benefits at HCA!

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.

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