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 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 MMNA’s 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.

CrossFunctional 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.
• Bachelor's 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 $70,000 to $75,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In 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. 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 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.

Click here to learn more about what it's like at MMNA!