Senior Manager, Customer Experience (EV Automotive)

Location: Based at the San Francisco or Los Angeles hub, with occasional travel between both markets.

Salary: $110,000–$140,000 annual base salary, plus performance bonus, equity, and benefits.

Company

hirify.global is a direct-to-consumer dealership focused entirely on buying, reconditioning, and selling inspected used electric vehicles. The company is headquartered in San Francisco and operates across California.

What you will do

• Build and lead hirify.global’s customer experience function across the pre-purchase, purchase, delivery, and post-delivery journey.
• Own customer relationships, handle escalations, and ensure customers receive timely milestone communications.
• Configure and manage the support ticketing system, including routing logic, tiers, SLAs, and reporting.
• Define warm-handoff protocols with Sales, Finance, Reconditioning, and Delivery.
• Monitor and respond to online reviews while feeding recurring issues back into operations.
• Hire, train, and lead Customer Experience Specialists, producing improvement reporting as the function scales.

Requirements

• 5+ years of experience in customer experience, customer success, or customer operations, including ownership of a support or service function.
• Experience hiring, coaching, and leading customer-facing teams.
• Experience in a high-growth automotive, retail, e-commerce, direct-to-consumer, or multi-site operating environment.
• Hands-on experience configuring and running a support ticketing or CRM system, including routing, tiering, and SLA design.
• Strong communication, de-escalation, judgment, data analysis, reporting, and process-improvement skills.
• Must be based at the San Francisco or Los Angeles hub and able to travel occasionally between the two markets.

Nice to have

• Automotive, dealership, or EV customer operations experience.
• Experience standing up or scaling a contact center or centralized support team.
• Lean, Six Sigma, or equivalent process-improvement training.
• Knowledge of vehicle title, registration, and warranty processes.

Culture & Benefits

• Full-time employment within the Operations department.
• Medical, dental, and vision coverage.
• Paid time off, annual performance bonus, and equity.
• Opportunity to build a customer experience function from the ground up as the business expands across California.