Harbinger Motors Inc.

Customer Experience Manager (Dealer & Fleet)

Garden Grove, CA · Principal

Sponsorship not specified$120k-$160kDetected 40 days ago

Project ManagementSalesforceCRMAccount ManagementNegotiationProcess ImprovementLeadershipCommunication

About the role

Harbinger is seeking an experienced Customer Experience (CX) Manager to lead dealer, fleet, and customer satisfaction initiatives throughout the ownership lifecycle.
In this pivotal role, you will serve as the primary advocate for our partners and end-users, monitoring the holistic customer journey and driving robust dealer engagement.
You will facilitate critical communications across internal departments and spearhead continuous improvement programs designed to optimize customer loyalty, elevate dealer satisfaction, and advance Harbinger's strategic mission.

Responsibilities

Dealer Relationship Management: Serve as the principal relationship manager for assigned dealers and fleet accounts, facilitating regular engagement meetings and ensuring comprehensive dealer onboarding and support.
Voice of the Customer (VOC) Leadership: Collect, analyze, and present comprehensive customer feedback regarding sales, delivery, service, parts, and support to executive leadership to identify recurring themes and strategic opportunities.
Program & Process Optimization: Collaborate in the design and implementation of customer-facing programs, recommend evidence-based process improvements, and monitor the adoption and efficacy of these initiatives.
Strategic Insights & Reporting: Support the development of performance dashboards and executive reports to provide actionable insights regarding customer trends, engagement metrics, and emerging risks.
Harbinger's best-in-class team of EV, battery, and drivetrain experts have pooled their deep experience to bring a first-of-its-kind EV platform to support the growing demand for medium-duty EVs and Hybrids.
Serve as the principal relationship manager for assigned dealers and fleet accounts, facilitating regular engagement meetings and ensuring comprehensive dealer onboarding and support.
Collect, analyze, and present comprehensive customer feedback regarding sales, delivery, service, parts, and support to executive leadership to identify recurring themes and strategic opportunities.
Collaborate in the design and implementation of customer-facing programs, recommend evidence-based process improvements, and monitor the adoption and efficacy of these initiatives.
Support the development of performance dashboards and executive reports to provide actionable insights regarding customer trends, engagement metrics, and emerging risks.
Self-motivated, versatile, and highly detail-oriented, with a proven capacity to manage shifting priorities and drive projects to completion.

Requirements

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.
Bachelor's degree in Business Administration, Communications, or a related field.
Advanced computer literacy with the ability to swiftly adapt to new enterprise software and reporting systems.

Nice to have

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.
Complimentary Meals & Stocked Kitchens

Compensation

California Pay Range
$120,000 - $160,000 USD

Benefits

Comprehensive Health, Dental & Vision (HDV) - 100% employee covered
Early-stage Stock Options
Robust Retirement Savings (401k, HSA, FSA)
Generous Paid Time Off (PTO) & Parental Leave
Annual Vacation Bonus
Wellness & Fertility Benefits
Cell Phone Stipend
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Company info

Harbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation.

Equal opportunity

Harbinger is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
Harbinger is committed to ensuring that our hiring process is accessible for persons with disabilities.
If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at info@harbingermotors.com.
Harbinger may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes ("Candidate Personal Data").

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