Sr. Specialist, Mediation & Alternative Dispute Resolution

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.  

 

About the Job:

As we continue to elevate our customer experience strategy, we’re expanding our focus on mediation and alternative dispute resolution to ensure timely, compliant, and customer-centric outcomes. This role is open to establish a dedicated subject matter expert in state and federal lemon law requirements, create comprehensive training materials, and support field training efforts in partnership with the Customer Connections Manager. The Senior Specialist will also oversee and direct all aspects of MMNA’s ADR matters, helping to drive consistency, reduce litigation, and strengthen customer trust across the organization.

Role Summary:

The Senior Specialist, Mediation & Alternative Dispute Resolution plays a vital role in shaping the customer experience by resolving disputes with empathy, efficiency, and strategic insight. This position focuses on managing arbitration and alternative dispute resolution processes, primarily related to breach of warranty and lemon law claims, with the goal of retaining customers and reducing litigation. Acting as a key contributor to the customer handling and retention strategy, the specialist works to resolve claims quickly and cost-effectively while maintaining budget discipline. This role collaborates across teams to ensure resolutions are aligned with both legal strategy and customer satisfaction, ultimately helping to build trust and loyalty through thoughtful, customer-centric solutions.

Work Schedule
This team follows a hybrid schedule, working in-office approximately 2 days per week and remotely 3 days per week. This could change based on business needs. The role requires a full-time Monday–Friday schedule, typically 8:00am. to 5:00pm, with some flexibility. Travel is minimal and limited to local dealerships and the Franklin tech center.

As a Sr. Specialist, Mediation & ADR, You Will:

Mediation & Alternative Dispute Resolution

• Lead MMNA’s mediation/ADR strategies for moderate to high-complexity claims, ensuring legal compliance and enhancing customer retention.
• Respond promptly to arbitration cases, small claims lawsuits, and legal demands to reduce lemon law litigation volume.
• Negotiate vehicle replacements, repurchases, and settlements that balance customer satisfaction with company interests.
• Prepare and manage settlement documentation, ensuring accuracy and compliance with legal requirements.
• Oversee arbitration strategy, including case investigation, presentation, and adherence to deadlines; train Region staff on arbitration procedures.
• Support vendor management efforts.

Customer Experience, Training & Support

• Serve as a subject matter expert to Region staff, providing guidance on lemon law compliance and dispute resolution.
• Evaluate pre-ADR customer claims and coach Region staff toward early resolution.
• Partner with Legal to deliver training on lemon law and negotiation best practices.
• Support complex customer concerns early in the process to improve retention and satisfaction.
• Mentor Customer Connections team and assist with challenging cases.
• Analyze and report on trends in arbitration and ADR cases; share customer insights across departments.
• Perform additional duties as assigned.

Measuring Your Momentum:

First 90 Days – Getting Up To Speed:

• Arbitration Case Compliance
• 50% of arbitration cases investigated, prepared, and presented within mandated deadlines.
• Full compliance with arbitration decisions documented and tracked.
• Settlement Documentation Accuracy
• 50% of settlement documentation sub