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 (including compensation and buyback requests), 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.
Skills & Requirements
Must-have
executive-level customer cases
mediation and pre-litigation cases
social media and digital escalations
cross-functional collaboration
root-cause analysis
Nice-to-have
diplomatic and poised
customer-centric approach
brand integrity
can-do attitude
exceptional learning agility
Key Requirements
8+ years of experience in automotive service operations, customer relations, or executive escalation management
Proven track record managing sensitive customer cases
Deep understanding of dealership operations, warranty processes