Customer Experience Manager (Dealer & Fleet) (Automotive)

TL;DR

Customer Experience Manager (Automotive): Leading dealer, fleet, and customer satisfaction initiatives throughout the ownership lifecycle with an accent on relationship management and Voice of the Customer (VOC) programs. Focus on optimizing customer loyalty, elevating dealer satisfaction, and driving cross-functional process improvements.

Location: Garden Grove, CA

Salary: $120,000 - $160,000 USD

Company

An American commercial electric vehicle (EV) company transforming the industry with a first-of-its-kind EV platform.

What you will do

• Manage relationships for assigned dealers and fleet accounts, overseeing onboarding and support.
• Lead Voice of the Customer (VOC) initiatives, analyzing feedback to identify strategic opportunities for executive leadership.
• Design and implement customer-facing programs and evidence-based process improvements.
• Act as the central liaison between Sales, Service, Parts, Engineering, and Operations to resolve escalated concerns.
• Track and evaluate KPIs, including CSAT, NPS, dealer satisfaction, and retention metrics.
• Develop performance dashboards and executive reports to provide actionable insights on customer trends.

Requirements

• 8+ years of proven experience in Customer Experience, Account Management, or a closely related discipline.
• Bachelor's degree in Business Administration, Communications, or a related field.
• Must be based in Garden Grove, CA.
• Superior verbal, written, and presentation skills with strong negotiation capabilities.
• Strong project management, organizational, and critical-thinking capabilities.
• Advanced computer literacy and ability to swiftly adapt to new enterprise software.

Nice to have

• Professional background in commercial vehicles, fleet management, or the automotive industry.
• Experience managing, onboarding, or supporting a comprehensive Dealer Network.
• Proficiency with Salesforce, CX dashboarding tools, and ticketing workflows.
• Track record of designing and scaling Voice of Customer (VOC) programs from inception.

Culture & Benefits

• Comprehensive Health, Dental & Vision insurance (100% employee covered).
• Early-stage stock options and robust retirement savings (401k, HSA, FSA).
• Generous Paid Time Off (PTO), parental leave, and an annual vacation bonus.
• Wellness and fertility benefits.
• Cell phone stipend and complimentary meals with stocked kitchens.