Customer Experience Manager at Harbinger Motors

Garden Grove, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Electric Vehicles, Automotive, Commercial FleetsIndustries

Requirements

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
Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data
Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred
Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels
Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution
Bachelor's or Master's degree in Business Administration, Marketing, or a related field (preferred)
Experience in a rapidly scaling environment or a technology start-up (preferred)
Familiarity with the unique service and operational needs of Electric Vehicle (EV) fleets (preferred)

Responsibilities

Design, develop, and execute a comprehensive Customer Experience strategy focused on the commercial EV truck lifecycle, from initial inquiry and purchase to service, maintenance, and end-of-life
Map the customer journey across all channels (Sales, Delivery, Service, Digital/App, Support) to identify critical pain points and opportunities for delight
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
Present regular reports and recommendations to senior leadership on the state of customer experience and the impact of CX initiatives
Collaborate cross-functionally with Service Operations, Product Development, Sales, and Digital teams to implement process changes that directly address customer feedback and improve operational efficiency
Lead projects focused on optimizing digital service tools, improving service turnaround times, and enhancing field support interactions
Champion the customer perspective in all internal decision-making processes, ensuring the customer is at the center of product and service development
Develop standards and guidelines for all customer-facing communication to ensure a consistent, professional, and clear brand voice
Work with Training teams to integrate CX principles into employee onboarding and continuous education programs across the company, fostering a customer-centric culture

Skills

Key technologies and capabilities for this role

Customer ExperienceCX StrategyVoice of the CustomerNPSCSATCESCustomer Journey MappingProcess OptimizationCross-functional CollaborationSurvey AnalysisMetrics Reporting

Questions & Answers

Common questions about this position

What experience is required for the Customer Experience Manager role?

Candidates need 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.

What analytical skills are needed for this position?

Expert proficiency in CX measurement tools such as Qualtrics, Medallia, Zendesk, and the ability to conduct deep quantitative and qualitative analysis of customer data are required.

Is industry knowledge required for this role?

Experience within the Automotive industry is required.

What is the compensation for the Customer Experience Manager position?

This information is not specified in the job description.

Is this a remote position or does it require office presence?

This information is not specified in the job description.

Harbinger Motors

Electric vehicle manufacturer for commercial use

About Harbinger Motors

Harbinger Motors manufactures electric vehicles specifically for the commercial sector, targeting businesses that need vehicles for delivery, public transportation, and logistics. Their unique chassis design enhances the driver's experience, safety, and productivity, making their vehicles user-friendly and efficient. The vehicles are equipped with drive-by-wire steering and are designed to be ready for autonomous driving. Harbinger Motors also emphasizes ergonomics, featuring a low floor height for improved driver comfort. Unlike many competitors, they utilize a data-driven approach to understand customer needs better, allowing them to offer tailored solutions and related services such as customer support and maintenance. The goal of Harbinger Motors is to transform the commercial vehicle industry by focusing on the needs of drivers and enhancing overall vehicle performance.

Gardena, CaliforniaHeadquarters

2021Year Founded

$71MTotal Funding

EARLY_VCCompany Stage

Robotics & Automation, Automotive & TransportationIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Stock Options

Unlimited Paid Time Off

Paid Vacation

Meal Benefits

Risks

Increased competition from legacy manufacturers may impact Harbinger's market share.

Over-reliance on large customers like THOR Industries poses financial risks.

Rapid expansion could lead to operational challenges and quality control issues.

Differentiation

Harbinger offers a unique EV platform with zero acquisition premium.

The company focuses on driver experience, safety, and productivity in commercial vehicles.

Harbinger's vehicles are autonomous-ready with drive-by-wire steering and ergonomic design.

Upsides

Harbinger secured $400M in pre-orders, indicating strong market demand.

The company raised $73M in Series A funding, supporting growth and expansion.

Harbinger's focus on medium-duty EVs aligns with rising urban logistics needs.

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