CX & Technology Specialist

At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We’ve built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

We are looking for a Customer Experience (CX) & Technology Specialist to help optimize the digital customer experience across our dealership ecosystem. This role combines technology expertise, vendor management, operational consulting, and performance analysis to drive adoption, improve customer engagement, and maximize technology ROI.
 

If you are passionate about automotive retail, customer experience, and emerging technology, this is an opportunity to make a measurable impact at scale.

Location: Remote (U.S.-based)

Travel: Up to 25% across the U.S. and Canada

Compensation Range:

$75,000-100,000, with a typical starting range of $75,000-90,000. Actual pay may vary based on skills, experience, job-related knowledge, and location. Final compensation will be determined during the interview process in accordance with applicable pay equity and transparency laws.

What You’ll Do

Technology & Vendor Management:

• 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, overseeing vendor relationships, onboarding, performance, and roadmap alignment.
• Lead vendor business reviews and establish best practices, KPIs, and workflows to improve adoption and ROI.

Cross-Functional Partnership:

• Partner with dealership operations, RMOs, marketing, and internal teams to improve digital customer experiences and technology utilization.
• Support integration and optimization across customer touchpoints including web, phone, email, text, aftersales, and OEM initiatives.

Reporting & Field Enablement:

• 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.

What You Bring

• Bachelor’s degree (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.

We offer a comprehensive benefits package designed to support you and your family, including:  

• 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 ​

For a more detailed view, visit: www.totalrewards.lithiadriveway.com.