Customer Experience Manager
Harbinger Motors is seeking a dedicated and results-driven Customer Experience (CX) Manager to lead and champion customer satisfaction initiatives across all touchpoints. As the first dedicated CX hire, this role is pivotal in defining, measuring, and optimizing the holistic customer journey, ensuring a premium, consistent, and supportive experience for fleet operators and commercial clients.
The CX Manager will design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support. Responsibilities include mapping the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement, coordinating dealer readiness and delivery scheduling, and managing the Voice of the Customer (VOC) program utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. Additionally, the role involves analyzing customer feedback and operational data to derive actionable insights, implementing process changes to address customer needs, and leading projects focused on improving turnaround times and service consistency.
Candidates should have 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 are essential. 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, are also required.
Harbinger Motors offers a comprehensive benefits package, including 100% employee-covered Health, Dental, and Vision insurance, early-stage stock options, robust retirement savings plans (401k, HSA, FSA), generous paid time off and parental leave, an annual vacation bonus, wellness and fertility benefits, a cell phone stipend, and complimentary meals and stocked kitchens.
Joining Harbinger Motors means becoming part of an innovative team committed to transforming the commercial electric vehicle industry. The company fosters a customer-centric culture and provides opportunities for professional growth in a rapidly scaling environment. This role offers the chance to make a significant impact on the customer experience and contribute to the company's mission of delivering revolutionary EV platforms.