CX & Technology Specialist
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Job Description
CX technology specialist optimizing CRM, digital retail, and customer engagement platforms for Lithia & Driveway, North America's largest automotive retailer. Driving vendor performance, field adoption, reporting, and technology ROI remotely across the U.S.
Responsibilities:
- Manage and optimize CX technology platforms including CRM, chat, call tracking, digital retail, video, AI, and equity mining tools
- Serve as the subject matter expert for assigned platforms
- Oversee vendor relationships, onboarding, performance, and roadmap alignment
- Lead vendor business reviews and establish best practices, KPIs, and workflows to improve adoption and ROI
- Partner with dealership operations, RMOs, marketing, and internal teams to improve digital customer experiences and technology utilization
- Support integration and optimization across web, phone, email, text, aftersales, and OEM initiatives
- Develop reporting and performance insights to drive operational improvements and strategic decision-making
- Support field adoption through training, audits, coaching, and ongoing collaboration with vendor partners and dealership teams
Requirements:
- Bachelor's degree in Business, Communications or Marketing or equivalent experience
- 5+ years of automotive retail experience
- Knowledge of CRM processes, sales workflows, and digital retail tools including PRISM, FourEyes, Phone AI, lead nurture, and trade acquisition platforms
- Experience with vendor management, CX technology, and performance reporting
- Strong analytical, organizational, and problem-solving skills
- Ability to collaborate cross-functionally and manage multiple priorities in a fast-paced environment
- Remote U.S.-based work location
- Up to 25% travel across the U.S. and Canada
- High School graduate or equivalent
- 18 years or older required
- Must work in a drug-free workplace
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
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