Customer Experience Manager (Dealer & Fleet)

Join Harbinger, a pioneering company in the electric vehicle industry, as a Customer Experience Manager. In this role, you will lead dealer, fleet, and customer satisfaction initiatives, serving as the primary advocate for our partners and end-users. You will monitor the holistic customer journey, drive robust dealer engagement, and facilitate critical communications across internal departments. Additionally, you will collaborate in the design and implementation of customer-facing programs, track key performance indicators, and support the development of performance dashboards and executive reports. Enjoy a range of benefits, including an annual vacation stipend, early-stage stock options, flexible PTO, comprehensive health coverage, and paid lunches and dinners.

• Servir como el principal gestor de relaciones para los concesionarios y cuentas de flota asignados, facilitando reuniones de compromiso regulares y asegurando una incorporación y apoyo completos.
• Recopilar, analizar y presentar comentarios completos de los clientes sobre ventas, entrega, servicio, piezas y soporte a la alta dirección para identificar temas recurrentes y oportunidades estratégicas.
• Colaborar en el diseño e implementación de programas orientados al cliente, recomendar mejoras de procesos basadas en evidencia y monitorear la adopción y eficacia de estas iniciativas.
• Education: Bachelor's degree in Business Administration, Communications, or a related field
• Analytical & Strategic Thinking: Strong project management, organizational, and critical-thinking capabilities, tailored for success in a dynamic, fast-paced environment
• Work Ethic: Self-motivated, versatile, and highly detail-oriented, with a proven capacity to manage shifting priorities and drive projects to completion
• Experience: 8+ years of proven experience in Customer Experience, Account Management, or a closely related discipline
• Adaptability & Stakeholder Management: Adept at interpreting complex customer needs, demonstrating active listening, and adjusting strategies to align with evolving priorities and feedback
• Communication: Superior verbal, written, interpersonal, and presentation skills. You possess the ability to address complex inquiries confidently and employ strong negotiation skills to achieve mutually beneficial outcomes
• Technical Proficiency: Advanced computer literacy with the ability to swiftly adapt to new enterprise software and reporting systems
• Accountability: A high level of integrity and reliability, with a steadfast commitment to follow-through, transparent communication, and operational consistency
• Professional background in the commercial vehicle, fleet management, or automotive industries
• Demonstrated experience managing, onboarding, or supporting a comprehensive Dealer Network
• Proficiency with CX dashboarding tools, enterprise CRM platforms (e.g., Salesforce), and ticketing workflows
• A proven track record of designing and scaling Voice of Customer (VOC) programs from inception