Customer Experience Manager, Harbinger Motors

• Experience: 8+ years of proven experience in Customer Experience, Account Management, or a closely related discipline
• Education: Bachelor's degree in Business Administration, Communications, or a related field
• 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
• Accountability: A high level of integrity and reliability, with a steadfast commitment to follow-through, transparent communication, and operational consistency
• Adaptability & Stakeholder Management: Adept at interpreting complex customer needs, demonstrating active listening, and adjusting strategies to align with evolving priorities and feedback
• Analytical & Strategic Thinking: Strong project management, organizational, and critical-thinking capabilities, tailored for success in a dynamic, fast-paced environment
• Technical Proficiency: Advanced computer literacy with the ability to swiftly adapt to new enterprise software and reporting systems
• Work Ethic: Self-motivated, versatile, and highly detail-oriented, with a proven capacity to manage shifting priorities and drive projects to completion

Desirable

• 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
• 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
• Cross-Functional Collaboration: Act as the central liaison bridging Sales, Service, Parts, Engineering, Operations, and the Dealer Network. Track open action items and orchestrate rapid resolutions for escalated customer concerns
• Performance Monitoring: Track and evaluate key performance indicators (KPIs) including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Dealer Satisfaction, escalation response times, and retention metrics
• Strategic Insights & Reporting: Support the development of performance dashboards and executive reports to provide actionable insights regarding customer trends, engagement metrics, and emerging risks