Mediation Manager

Join the Mitsubishi Motors North America (MMNA) Team!

At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment.

Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement.

At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional.

Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

Summary of the Role:

As the Mediation Manager at MMNA, you will manage and monitor mediation and arbitration activities, supporting our goal of enhancing customer handling and retention. Your role will focus on moderating arbitration and lemon law transaction volumes and costs, ensuring efficient and effective resolution processes. You will work closely with customers, legal teams, and internal departments to resolve disputes and maintain customer satisfaction, contributing to our overall objective of improved customer experience and loyalty.

Responsibilities:

• Coordinate with consumers, dealers, and regional management to resolve customer issues early in the case process.

• Investigate lemon law claims, ensuring compliance and providing feedback for improvement.

• Negotiate vehicle replacements, repurchases, and settlements for optimal outcomes.

• Guide regional teams toward voluntary settlements and prepare legal documentation for approval.

• Oversee lemon law and arbitration cases, audit response documents for accuracy, and ensure compliance with deadlines.

• Train regional staff on arbitration procedures and assist in hearing preparations.

• Audit arbitration and vehicle surrender billings for accuracy.

• Provide backup support for case management and handle escalated customer concerns.

• Manage multiple priorities and meet deadlines while delivering high-quality results.

• Hybrid work environment: in-office presence required at least 2 days weekly, with additional days as needed.

• Maintain regular full-time attendance (8 hours daily, 7am-4pm, Monday-Friday).

• Perform additional duties as assigned to achieve team goals.

Required Qualifications:

• 3+ years in wholesale or retail automotive service.

• 3+ years handling escalated or advanced customer cases.

• Experience as a District Parts and Service Manager, dealership service manager, or lemon law specialist.

• Paralegal or arbitration experience in arbitration, compliance, or dispute resolution.

• Strong verbal and written communication skills.

• Excellent interpersonal skills.

• Ability to work independently.

• Strong attention to detail.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.

• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.

• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.

• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.

• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.

• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust

• Enrich Society

• Welcome All Facts, Share Difficult News First

• Conduct and Challenge Yourself Professionally

• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter.

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with both legal requirements and our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base.

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.