The Customer Experience Manager will lead initiatives to enhance customer satisfaction, manage feedback programs, optimize processes, and advocate for the customer perspective across the company.
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 lead and champion customer satisfaction initiatives across all touchpoints at Harbinger Motors. This role is crucial in defining, measuring, and optimizing the holistic customer journey, ensuring a premium, consistent, and supportive experience for our fleet operators and commercial clients.
What You’ll Do
CX Strategy & Roadmapping
- 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.
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.
- Present regular reports and recommendations to senior leadership on the state of customer experience and the impact of CX initiatives.
Process Optimization and Improvement
- 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.
Customer Advocacy and Communication
- 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.
Training and Culture
- Work with Training teams to integrate CX principles into employee onboarding and continuous education programs across the company, fostering a customer-centric culture.
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 Administration, Marketing, or a related field.
- Experience in a rapidly scaling environment or a technology start-up.
- Familiarity with the unique service and operational needs of Electric Vehicle (EV) fleets.
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
$80,000—$120,000 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 [email protected].
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) Harbinger’s 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.
Top Skills
Medallia
Qualtrics
Zendesk
Harbinger Garden Grove, California, USA Office
12821 Knott St, Garden Grove, CA, United States, 92841
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