Senior Manager, Customer Experience, Ever - SF
Core
Build and lead a dedicated Customer Experience function from the ground up, owning the customer relationship across the entire journey from pre-purchase to post-delivery for a direct-to-consumer EV dealership.
Role type
Senior Manager, Customer Experience (Function Build & Leadership)
Builds
A unified, always-on customer experience layer and support ticketing system for an EV retail operation.
Domain
Automotive / Electric Vehicles / Direct-to-Consumer Retail
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer experience leadership, People leadership, High-growth operating environment experience, Systems and ticketing fluency, Cross-functional operator, Data orientation
Preferred skills
Automotive or EV background, Contact-center stand-up experience, Process credentials (Lean, Six Sigma), Title and registration familiarity
Technologies
Support ticketing systems, CRM systems
Responsibilities
Stand up the customer experience function and support ticketing system, Own customer relationships and milestone communications, Monitor and respond to online reviews, Build and lead a team of Customer Experience Specialists, Define warm-handoff protocols with Sales, Finance, and Delivery, Produce monthly improvement reporting
Seniority
Senior, hands-on builder transitioning to oversight and mentorship