Customer Resolutions Manager

Lucidmotors

Newark, CA, United States
Base: $93,840—$129,030; bonus/equity: not specifie...
On-site
Executive-level customer case resolution
Mediation and pre-litigation case handling
Social media and digital 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

Job Summary

  • 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, coordinating with Legal, Service Operations, and Field Quality teams.
  • Conduct regional case debriefs to identify process breakdowns, training needs, or systemic product/service issues that require HQ intervention.

Matching Summary

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.

Salary

Base: $93,840—$129,030; Bonus/Equity: Not specified; Benefits: Medical, dental, vision, life insurance, disability insurance, vacation, and 401k

Skills & Requirements

Must-have

  • Executive-level customer case resolution
  • Mediation and pre-litigation case handling
  • Social media and digital escalation management
  • Cross-functional collaboration with Legal and PR
  • Root-cause analysis of customer issues

Nice-to-have

  • Diplomatic and poised demeanor
  • Customer-centric approach
  • Empathy and policy balancing
  • Brand commitment to transparency
  • Can-do attitude and vigor

Key Requirements

  • 8+ years in automotive service operations, customer relations, or executive escalation management
  • Proven track record managing sensitive customer cases
  • Deep understanding of dealership operations and warranty processes
  • Proficiency in CRM and case management platforms
  • Ability to travel regionally up to 25–35%

Work Rights

Not specified

Tailored Resume

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