Customer Experience Manager
Garden Grove, CAFull-TimeManagerOther
Skills
About Harbinger
- Harbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation. Harbinger’s best-in-class team of EV, battery, and drivetrain experts have pooled their deep experience to bring a first-of-its-kind EV platform to support the growing demand for medium-duty EVs and Hybrids. Harbinger: Familiar Form, Revolutionary Foundation.
Job Overview
- We are seeking a dedicated and results-driven Customer Experience (CX) Manager to support and improve customer satisfaction across all touchpoints at Harbinger Motors. As our first dedicated CX hire, this role will be highly hands-on and operational—helping build foundational processes while ensuring a premium, consistent experience for fleet operators and commercial clients.
What You’ll Do
- CX Strategy & Roadmapping
- Design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support.
- Map the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement.
- Dealer & Delivery Execution
- Coordinate dealer readiness, delivery scheduling, checklists, and cross-functional handoffs to ensure every commercial EV delivery is executed accurately and on time.
- Voice of the Customer (VOC) Program
- Own and manage the Voice of the Customer (VOC) program, utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.
- Analyze customer feedback, operational data, and market research to derive actionable insights and quantifiable CX metrics.
- Operational Process Improvement
- Partner closely with Service Operations, Product, Sales, and other teams to implement process changes that directly address customer needs and reduce friction.
- Lead projects focused on improving turnaround times, field interactions, and overall service consistency.
- Customer Advocacy
- Represent the customer in internal discussions, ensuring operational decisions consider downstream customer impact.
- Support the development of standards and guidelines for customer-facing communication.
- Training and Culture
- Work with Training/People teams to embed CX principles into onboarding and ongoing education, helping reinforce a customer-first mindset across departments.
What You'll Need
- Experience: 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.
- Analytical Skills: Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data.
- Industry Knowledge: Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred.
- Leadership & Communication: Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels.
- Project Management: Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution.
Preferred Qualifications
- Bachelor's or Master’s degree in Business, Marketing, or related field.
- Experience in a rapidly scaling environment or technology startup.
- Experience working with dealers, field operations, logistics, or physical product delivery is a plus.
- Experience working in EV, Automobile, or Commercial Vehicle industries is a plus
- Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
- Early-stage Stock Options
- Robust Retirement Savings (401k, HSA, FSA)
- Generous Paid Time Off (PTO) & Parental Leave
- Annual Vacation Bonus
- Wellness & Fertility Benefits
- Cell Phone Stipend
- Complimentary Meals & Stocked Kitchens
