Lucid Motors
Overview
Leading the future in luxury electric and mobility. Lucid aims to introduce captivating, luxury electric vehicles that elevate the human experience and transcend limitations in space, performance, and intelligence. We design with fundamentals of great design—where every decision serves the individual and the environment. Join a community of innovators making a sustainable impact. We are seeking a
Customer Resolutions Manager
to be the regional point of contact for high-visibility, complex, and sensitive customer cases requiring executive attention. Positioned within the
Customer Experience
organization, this role bridges regional operations and headquarters to ensure timely, empathetic, and brand-aligned resolutions. The Manager acts as the escalation liaison for issues arising from social media, executive communications, and mediation requests, supporting senior leadership while reinforcing trust and accountability across the ownership journey. We value diplomacy, poise, and a deeply customer-centric approach. The role is suited to those who thrive in dynamic regional environments, balancing empathy and policy while handling cases with visibility at the highest levels. Ideal candidates have experience with cross-functional teams in fast-paced settings and possess strong communication skills. This role will be based regionally in the US. The Role
Regional Escalation Management:
Lead end-to-end ownership of executive-level customer cases within an assigned U.S. region—ensuring swift, thorough, and transparent resolution across retail, service, and product channels. Mediation Liaison:
Serve as the primary contact for mediation and pre-litigation cases (including compensation and buyback requests), coordinating with Legal, Service Operations, and Field Quality teams. Social & Digital Escalations:
Monitor and triage regional escalations stemming from social media posts, online forums, and/or executive-tagged emails, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response. Cross-Functional Collaboration:
Act as the connective tissue between regional field leadership, Legal, Service Operations, and PR to align messaging and drive effective case closure. Support:
Provide support (Virtual or On-Site as needed) for escalated customer experiences or executive engagements within your assigned region, serving as the local face of Customer Experience. Root-Cause Analysis:
Conduct regional case debriefs to identify process breakdowns, training needs, or systemic product/service issues that require HQ intervention. Customer Advocacy:
Represent both the customer and the company with empathy and balance—championing resolution while protecting brand integrity and executive time. Qualifications
8+ years of experience in automotive service operations, customer relations, or executive escalation management; premium or luxury brand experience preferred. Proven track record managing sensitive customer cases, including financial restitution, goodwill, or legal mediation. Deep understanding of dealership operations, warranty processes, and the customer ownership lifecycle. Strong interpersonal, written, and verbal communication skills, with experience addressing executive audiences. Proficiency in CRM and case management platforms (e.g., Salesforce, JIRA, Smartsheet). Bachelor’s degree or equivalent experience in Communications, Business, Legal, or a related field; advanced degree or legal background a plus. Ability to travel regionally up to 25–35% for on-site support and case reviews. Salary and Benefits
Base Pay Range (Annual): $85,000 - $106,000 USD Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. Eligible to participate in equity programs and/or discretionary annual incentive programs, subject to program rules. (Cash or equity incentive awards, if any, will depend on individual and company performance.) EEO and Vaccination/Agency Information
Lucid Motors is an equal opportunity employer. We do not discriminate on the basis of protected status. We do not accept agency resumes. Please direct resumes to our careers channel if applicable.
#J-18808-Ljbffr
Leading the future in luxury electric and mobility. Lucid aims to introduce captivating, luxury electric vehicles that elevate the human experience and transcend limitations in space, performance, and intelligence. We design with fundamentals of great design—where every decision serves the individual and the environment. Join a community of innovators making a sustainable impact. We are seeking a
Customer Resolutions Manager
to be the regional point of contact for high-visibility, complex, and sensitive customer cases requiring executive attention. Positioned within the
Customer Experience
organization, this role bridges regional operations and headquarters to ensure timely, empathetic, and brand-aligned resolutions. The Manager acts as the escalation liaison for issues arising from social media, executive communications, and mediation requests, supporting senior leadership while reinforcing trust and accountability across the ownership journey. We value diplomacy, poise, and a deeply customer-centric approach. The role is suited to those who thrive in dynamic regional environments, balancing empathy and policy while handling cases with visibility at the highest levels. Ideal candidates have experience with cross-functional teams in fast-paced settings and possess strong communication skills. This role will be based regionally in the US. The Role
Regional Escalation Management:
Lead end-to-end ownership of executive-level customer cases within an assigned U.S. region—ensuring swift, thorough, and transparent resolution across retail, service, and product channels. Mediation Liaison:
Serve as the primary contact for mediation and pre-litigation cases (including compensation and buyback requests), coordinating with Legal, Service Operations, and Field Quality teams. Social & Digital Escalations:
Monitor and triage regional escalations stemming from social media posts, online forums, and/or executive-tagged emails, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response. Cross-Functional Collaboration:
Act as the connective tissue between regional field leadership, Legal, Service Operations, and PR to align messaging and drive effective case closure. Support:
Provide support (Virtual or On-Site as needed) for escalated customer experiences or executive engagements within your assigned region, serving as the local face of Customer Experience. Root-Cause Analysis:
Conduct regional case debriefs to identify process breakdowns, training needs, or systemic product/service issues that require HQ intervention. Customer Advocacy:
Represent both the customer and the company with empathy and balance—championing resolution while protecting brand integrity and executive time. Qualifications
8+ years of experience in automotive service operations, customer relations, or executive escalation management; premium or luxury brand experience preferred. Proven track record managing sensitive customer cases, including financial restitution, goodwill, or legal mediation. Deep understanding of dealership operations, warranty processes, and the customer ownership lifecycle. Strong interpersonal, written, and verbal communication skills, with experience addressing executive audiences. Proficiency in CRM and case management platforms (e.g., Salesforce, JIRA, Smartsheet). Bachelor’s degree or equivalent experience in Communications, Business, Legal, or a related field; advanced degree or legal background a plus. Ability to travel regionally up to 25–35% for on-site support and case reviews. Salary and Benefits
Base Pay Range (Annual): $85,000 - $106,000 USD Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. Eligible to participate in equity programs and/or discretionary annual incentive programs, subject to program rules. (Cash or equity incentive awards, if any, will depend on individual and company performance.) EEO and Vaccination/Agency Information
Lucid Motors is an equal opportunity employer. We do not discriminate on the basis of protected status. We do not accept agency resumes. Please direct resumes to our careers channel if applicable.
#J-18808-Ljbffr