Customer Experience Manager

Garden Grove, CA - USA

Monthly Salary: $ 80000 - 120000

Posted on: 10 days ago

Vacancies: 1 Vacancy

Job Summary

About Harbinger

Harbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation. Harbingers 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 operationalhelping build foundational processes while ensuring a premium consistent experience for fleet operators and commercial clients.

What Youll Do

CX Strategy & Roadmapping

Design and execute core CX processes across the commercial EV truck lifecyclefrom 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 Youll 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

Bachelors or Masters 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

Key Benefits & Perks:

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

California Pay Range

$80000 - $120000 USD

Equal Opportunity

Harbinger is an equal opportunity employer and complies with all applicable federal state and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race color religion national origin ancestry sex sexual orientation gender gender expression gender identity genetic information or characteristics physical or mental disability marital/domestic partner status age military/veteran status medical condition or any other characteristic protected by law.

Harbinger is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation such as those covered by the Americans with Disabilities Act that requires accommodations to assist you in the search and application process please email us at

Candidate Data Privacy

Harbinger may collect use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (Candidate Personal Data). This data includes contact demographic communications educational professional employment social media/website network/device recruiting system usage/interaction security and preference information. Harbinger may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out analyzing and improving our application and recruitment process including assessing you and your application and conducting employment background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Harbinger may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties including individuals on our HR legal and finance teams and the team(s) with the position(s) for which you are applying; (ii) Harbinger affiliates; and (iii) Harbingers service providers including providers of background checks staffing services and cloud services.

Harbinger may transfer or store internationally your Candidate Personal Data including to or in the United States Canada the United Kingdom and the European Union and in the cloud and this data may be subject to the laws and accessible to the courts law enforcement and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third party application services. Any unsolicited resumes or candidate profiles submitted in response to our job posting shall be considered the property of Harbinger and are not subject to payment of referral or placement fees if any such candidate is later hired by Harbinger unless you have a signed written agreement in place with us which covers the applicable job posting.

Required Experience:

Manager

About HarbingerHarbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation. Harbingers 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...