Senior Manager, Customer Experience, Ever - SF

The Role: As Senior Manager, Customer Experience, you build and lead Ever's customer experience function from the ground up. You own the customer relationship across the entire journey: the questions before a purchase, the stretch between a signed deal and a delivered car, and everything that happens after the keys change hands. Today this work is scattered across several teams. You bring it under one roof as a single, always-on layer that keeps every customer informed, heard, and taken care of. Reporting to the VP of Operations and based at our San Francisco or Los Angeles hub, you begin as a hands-on builder. You personally handle customer contact, stand up the support ticketing system, and set the tone for how Ever treats its customers. As volume grows, you hire and lead a team of Customer Experience Specialists and shift into oversight, escalation, and continuous improvement. You partner closely with Sales, Finance, Reconditioning, and Delivery, warm-handing customers to the right specialist and staying the relationship anchor until every issue is resolved. Expect occasional travel between the SF and LA hubs as the function extends across both markets. What You'll OwnFunction build Stand up Ever's customer experience function as its first dedicated owner, bringing scattered customer contact under a single, always-on layer across the full journey. Customer relationship ownership Own the customer relationship from pre-purchase through post-delivery, serving as the relationship anchor even when a specialist team handles the resolution. Ticketing system Own the customer support ticketing system end to end, including configuration, routing logic, tier definitions, SLAs, and reporting. Milestone communications Own the customer-facing communications from deal signing through delivery (signed, payment confirmed, reconditioning complete, transport scheduled, delivered) so no customer is left waiting in silence. Review monitoring and response Own daily monitoring and response across online reviews, protecting Ever's reputation and feeding themes back into the operation. Post-delivery support Own post-delivery customer care, including title and registration follow-up, warranty intake, goodwill requests, and initiation of the return process. Warm-handoff protocols Define and run the warm-handoff protocols with Sales, Finance, Reconditioning, and Delivery so customers move cleanly between teams and always land back with CX.Team building and leadership Hire, train, and lead a growing team of Customer Experience Specialists, transitioning from hands-on coverage to oversight and escalation as volume scales. Improvement reporting Produce monthly improvement reporting back to the specialist functions, feeding the Weekly Business Review and closing the loop on recurring issues. What Good Looks LikeOne clear owner Every customer interaction has a single, accountable home, and senior capacity is no longer pulled into ad hoc support. No silent gaps Customers consistently hear from Ever at every milestone between signing and delivery, and the most common post-sale complaint disappears. Returns and escalations trend down Repeat-claimant and high-risk situations are caught early and resolved inside an acceptable window, lowering returns and escalations. Reputation recovers Review volume and average score recover and hold as response becomes consistent and fast. A function that scales Team, tooling, and SLAs are ready for each step up in volume before the volume arrives, not after.

What You Bring: Customer experience leadership 5+ years in customer experience, customer success, or customer operations, including direct ownership of a support or service function. People leadership A track record of hiring, coaching, and leading customer-facing teams, ideally building a team from a small base. High-growth operating environment Experience in high-growth automotive, retail, e-commerce, or other multi-site or direct-to-consumer operations where volume scales fast. Systems and ticketing fluency Hands-on experience configuring and running a support ticketing or CRM system, including routing, tiering, and SLA design. Cross-functional operator Comfort working across Sales, Finance, Operations, and field teams, holding clear ownership boundaries while keeping the customer at the center. Communication and judgment Excellent written and verbal communication, with sound judgment in de-escalation, goodwill decisions, and sensitive customer conversations. Data orientation Fluency turning support and review data into themes, reporting, and process changes that reduce repeat issues. Travel readiness Based at the SF or LA hub and able to travel occasionally between the two markets as the function expands.

Nice to Have: Automotive or EV background Experience in dealership, automotive retail, or EV customer operations. Contact-center stand-up Background standing up or scaling a contact center or centralized support team. Process credentials Lean, Six Sigma, or equivalent process-improvement training. Title and registration familiarity Working knowledge of vehicle title, registration, and warranty processes.

Compensation & Benefits: The base salary range for this role is $110,000$140,000, calibrated to experience and location. The total package also includes an annual performance bonus, equity, and a comprehensive benefits package including medical, dental, and vision coverage, and paid time off.