Lucid Motors
Role Overview
Lucid Motors is seeking a Customer Resolutions Manager to serve as the regional point of contact for high‑visibility, complex, and sensitive customer cases requiring executive attention. This role bridges regional operations and headquarters within the Customer Experience organization, ensuring 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.
Responsibilities
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.
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.
Monitor and triage regional escalations stemming from social media posts, online forums, and executive‑tagged emails, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response.
Act as the connective tissue between regional field leadership, Legal, Service Operations, and PR to align messaging and drive effective case closure.
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.
Conduct regional case debriefs to identify process breakdowns, training needs, or systemic product/service issues that require HQ intervention.
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.
Additional Compensation and Benefits Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401(k). The successful candidate may also be eligible to participate in Lucid’s equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)
By submitting your application, you understand and agree that your personal data will be processed in accordance with our Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice.
To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.
#J-18808-Ljbffr
Responsibilities
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.
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.
Monitor and triage regional escalations stemming from social media posts, online forums, and executive‑tagged emails, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response.
Act as the connective tissue between regional field leadership, Legal, Service Operations, and PR to align messaging and drive effective case closure.
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.
Conduct regional case debriefs to identify process breakdowns, training needs, or systemic product/service issues that require HQ intervention.
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.
Additional Compensation and Benefits Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401(k). The successful candidate may also be eligible to participate in Lucid’s equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)
By submitting your application, you understand and agree that your personal data will be processed in accordance with our Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice.
To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.
#J-18808-Ljbffr