Customer Experience Manager (Automotive)

Location: Hybrid, four days per week on-site in Southeast Michigan; Detroit, Michigan. Candidates must be legally authorized to work in the United States.

Salary: $115,500–$218,100 per year.

Company

hirify.global Pro is hirify.global’s commercial business, delivering vehicles, accessories, and technology-enabled services that improve productivity and uptime for fleet customers.

What you will do

• Redesign end-to-end fleet customer experiences across shopping, purchasing, onboarding, ownership, and renewals.
• Lead customer research synthesis and monitor CX metrics such as NPS, CSAT, and retention indicators.
• Build customer journey maps, service blueprints, Jobs-to-be-Done statements, and Moments-that-Matter artifacts.
• Lead CX workstreams autonomously, manage project outcomes, and coordinate resources and risks.
• Facilitate workshops and co-creation sessions across sales, financing, marketing, digital, service, and enablement.
• Develop executive presentations and communicate strategic recommendations through clear visualizations.

Requirements

• 5+ years of experience in customer experience, experience design, service design, management consulting, design consulting, or transformation strategy.
• 3+ years of experience collaborating in a large, matrixed organization.
• Bachelor’s degree in business administration, service or interaction design, social sciences, systems engineering, or a related field.
• Expertise in journey mapping, service blueprinting, and synthesizing qualitative and quantitative data.
• Advanced proficiency in Miro and PowerPoint, with strong strategic thinking and prioritization skills.
• Legal authorization to work in the United States is required; visa sponsorship is not available.

Nice to have

• Experience with CX, service design, or transformation initiatives in consulting, B2B, automotive, or fleet management.
• Change management and operational adoption leadership experience.
• Experience launching products or services in a startup, innovation hub, or high-growth organization.
• Experience facilitating co-creation workshops and design sprints.

Culture & Benefits

• Hybrid work arrangement with up to 90% full-time work status.
• Medical, dental, vision, prescription drug, family care, and parental leave benefits.
• Family-building benefits, backup childcare, vehicle discounts, and management leases.
• Tuition assistance, employee resource groups, paid community service time, and paid holidays.
• Paid time off with the option to purchase additional vacation time.