Sr. Specialist, Mediation & Alternative Dispute Resolution

Join the Mitsubishi Motors North America (MMNA) Team!

About the Job:

As we continue to elevate our customer experience strategy were 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 MMNAs 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 approximately2 days per week and remotely 3 days per week. This could change based on business needs. The role requires a full-time MondayFriday 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 MMNAs 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 submitted with complete legal and asset transfer details.
• Zero errors in case file documentation requiring rework or correction.
• Lemon Law Coaching & Support
• Conduct at least 3 coaching or counseling sessions with Region staff on lemon law compliance.
• Develop and deliver initial draft of lemon law training materials for internal use.

Year 1 Victory Lap:

• Arbitration Outcomes & Risk Mitigation
• Achieve a target of 80% favorable outcomes in customer arbitration claims.
• Reduce MMNAs financial exposure in vehicle repurchase cases by 20% compared to prior year.
• Subject Matter Expertise
• Recognized as internal SME for California lemon law legislation; consulted on 100% of relevant cases.
• Deliver at least 2 formal training sessions or workshops on California-specific compliance.
• Cross-Functional Legal Collaboration
• Establish and maintain active working relationships with outside counsel; participate in quarterly strategy reviews with MMNA Legal.
• Lead or co-lead at least 2 cross-functional initiatives addressing lemon law matters.
• Proactive Process Development
• Design and implement at least 1 comprehensive process initiative aimed at resolving customer concerns pre-litigation.
• Demonstrate measurable impact on customer retention or litigation avoidance through initiative (e.g. 10% reduction in escalated cases).

Ready to Join The Team You Should Have:

• 5 years of experience in customer relations legal compliance or dispute resolution.
• 3 years of direct experience managing arbitration mediation or ADR cases including lemon law claims.
• Proven ability to negotiate and close settlement cases balancing legal financial and customer satisfaction goals.
• Demonstrated success in reducing litigation volume through proactive ADR strategies.
• Strong understanding of state and federal lemon law regulations and experience preparing legally compliant settlement documentation.
• Excellent communication and presentation skills.
• Ability to analyze ADR trends and present actionable insights to cross-functional teams.

Extra Horsepower (Profile Differentiators):

• Experience as a District Parts and Service Manager dealership service manager or lemon law specialist at an automotive company.
• Bachelors degree in business law public policy JD or paralegal certification.
• Automotive Service Excellence (ASE) certification.
• Training in conflict management or anger diffusion techniques.

Why Join Us:

• Dynamic & Varied Work: Dive into a role that offers a wide range of responsibilities from customer advocacy to legal strategy keeping each day fresh and engaging.
• Growth Opportunities: This position is designed for development. Team members have the chance to grow within the role and expand into broader areas of the business.
• Industry Insight: Gain deep exposure to the automotive industry while building expertise in what truly defines a high-quality customer experience.
• Skill Building: Strengthen your capabilities in mediation negotiation and legal compliance while contributing to meaningful customer outcomes.
• Team Evolution: Be part of a forward-thinking team that values continuous learning innovation and cross-functional collaboration.

Pay Transparency:

The base salary for this position ranges between $70000 to $75000. The base salary will be based on a number of factors including the role offered the individuals job-related knowledge skills and addition to base salary we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match Mitsubishi Lease Program and a full range of medical financial and other perks and benefits.

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.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (2 days remote 3 days in-office) at our modern office located in the vibrant Franklin TN area.
• 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. Were 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 doesnt 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 youve submitted your application expect to hear from us within 7 business days. Were 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 dont 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 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.

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.

Clickhere to learn more about what its like at MMNA!