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Lucid Motors · 3 hours ago

Customer Resolutions Manager

Southfield, MI

Full-time

Hybrid

Senior Level, Lead/Staff

$70K/yr - $95K/yr

8+ years exp

Lucid Motors is a company focused on introducing luxury electric vehicles that elevate the human experience. They are seeking a Customer Resolutions Manager to serve as the regional point of contact for high-visibility customer cases, ensuring timely and empathetic resolutions while acting as a liaison between regional operations and headquarters.

AutomotiveAutonomous VehiclesElectric VehicleTransportation

Responsibilities

Lead end-to-end ownership of executive-level customer cases within an assigned U.S. region—ensuring swift, thorough, and transparent resolution across retail, service, and product channels

Serve as the primary contact for mediation and pre-litigation cases (including compensation and buyback requests), coordinating with Legal, Service Operations, and Field Quality teams

Monitor and triage regional escalations stemming from social media posts, online forums, and/or executive-tagged emails, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response

Act as the connective tissue between regional field leadership, Legal, Service Operations, and PR to align messaging and drive effective case closure

Provide support (Virtual or On-Site as needed) for escalated customer experiences or executive engagements within your assigned region, serving as the local face of Customer Experience

Conduct regional case debriefs to identify process breakdowns, training needs, or systemic product/service issues that require HQ intervention

Represent both the customer and the company with empathy and balance—championing resolution while protecting brand integrity and executive time

Qualification

Automotive service operationsExecutive escalation managementCustomer relationsCRM platformsRoot-cause analysisCommunication skillsEmotional intelligenceCross-functional collaboration

Required

8+ years of experience in automotive service operations, customer relations, or executive escalation management; premium or luxury brand experience preferred

Proven track record managing sensitive customer cases, including financial restitution, goodwill, or legal mediation

Deep understanding of dealership operations, warranty processes, and the customer ownership lifecycle

Strong interpersonal, written, and verbal communication skills, with experience addressing executive audiences

Proficiency in CRM and case management platforms (e.g., Salesforce, JIRA, Smartsheet)

Bachelor's degree or equivalent experience in Communications, Business, Legal, or a related field; advanced degree or legal background a plus

Ability to travel regionally up to 25–35% for on-site support and case reviews