Customer Communications Manager at Lithia & Driveway

Dealership

L0105 Lithia Home Office

Customer Communications Manager

Location: Medford, OR (Ideal); open for remote

Compensation: The full salary range for this position is $65,000-$95,000 annually. The anticipated starting pay for this role is $65,000-$85,000, based on factors such as skills, experience, and internal equity. Final compensation will be determined through the interview process and in accordance with applicable pay equity and transparency laws.

The Customer Communications Manager leads a dynamic team that serves as the primary point of contact for all accounting-related shared services. This role is pivotal in delivering exceptional customer service to both internal and external stakeholders, ensuring timely and effective support with an emphasis on one-contact resolution.

What You'll Do

Customer Communications

• Manage a dynamic communications function serving our internal and external customers, leveraging different communication channels including chat, email, and the Service Now platform to drive our mission of one-contact resolution for our over 300 locations in US and Canada
• Ensure efficient and effective customer experience for our customers
• Collaborate with accounting-related shared service teams in escalating and resolving customer issues, questions, or concerns
• Oversee call center
  
  

Customer Service Performance Measurements

• Develop and maintain actionable performance metrics which provide robust reporting to around performance effectiveness and quality of communications and customer interactions
• Analyze data to identify training and performance opportunities that can be used by our accounting-related shared service teams to determine effectiveness of services, identify training opportunities and maintain support to our stores
• Provide standardized reporting to accounting-related shared service team leaders
• Provide call center metrics to ensure quality and efficiency is met.
• Ensure teams are meeting customer experience expectations
  
  

What You'll Bring

• Education: Bachelor’s degree in Accounting, Finance, Business Administration, or a related field required
• Experience: 3-5 years call center experience, leading a team within this environment highly preferred
• Skills & Competencies: business acumen, analytical thinking, and decision-making. Customer-focused with a commitment to process optimization and operational excellence. Strong communication, interpersonal, and relationship management skills.
• Technical Proficiency: Skilled in Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Teams); Experience with ServiceNow highly preferred.
  
  

We Offer Best In Class Industry 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
  
  

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 .