Customer Experience Manager Jobs

Harbinger Motors

Location:
United States, Garden Grove

Category:
Customer Service

Contract Type:
Not provided

Salary:

80000.00 - 120000.00 USD / Year

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Job Description:

We are seeking a dedicated and results-driven Customer Experience (CX) Manager to support and improve customer satisfaction across all touchpoints at Harbinger Motors. As our first dedicated CX hire, this role will be highly hands-on and operational—helping build foundational processes while ensuring a premium, consistent experience for fleet operators and commercial clients.

Job Responsibility:

Design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support
Map the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement
Coordinate dealer readiness, delivery scheduling, checklists, and cross-functional handoffs to ensure every commercial EV delivery is executed accurately and on time
Own and manage the Voice of the Customer (VOC) program, utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys
Analyze customer feedback, operational data, and market research to derive actionable insights and quantifiable CX metrics
Partner closely with Service Operations, Product, Sales, and other teams to implement process changes that directly address customer needs and reduce friction
Lead projects focused on improving turnaround times, field interactions, and overall service consistency
Represent the customer in internal discussions, ensuring operational decisions consider downstream customer impact
Support the development of standards and guidelines for customer-facing communication
Work with Training/People teams to embed CX principles into onboarding and ongoing education, helping reinforce a customer-first mindset across departments

Requirements:

5+ years of experience in a Customer Experience (CX), Customer Success, or Operations role, with a proven track record of designing and implementing successful CX programs
Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data
Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred
Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels
Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution

Nice to have:

Bachelor's or Master’s degree in Business, Marketing, or related field
Experience in a rapidly scaling environment or technology startup
Experience working with dealers, field operations, logistics, or physical product delivery is a plus
Experience working in EV, Automobile, or Commercial Vehicle industries is a plus

What we offer:

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
Complimentary Meals & Stocked Kitchens

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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Customer Experience Manager