Customer Resolutions Manager
Company: Lucid Motors
Location: Phoenix
Posted on: April 3, 2026
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Job Description:
Leading the future in luxury electric and mobility At Lucid, we
set out to introduce the most captivating, luxury electric vehicles
that elevate the human experience and transcend the perceived
limitations of space, performance, and intelligence. Vehicles that
are intuitive, liberating, and designed for the future of mobility.
We plan to lead in this new era of luxury electric by returning to
the fundamentals of great design – where every decision we make is
in service of the individual and environment. Because when you are
no longer bound by convention, you are free to define your own
experience. Come work alongside some of the most accomplished minds
in the industry. Beyond providing competitive salaries, we’re
providing a community for innovators who want to make an immediate
and significant impact. If you are driven to create a better, more
sustainable future, then this is the right place for you. We are
seeking a Customer Resolutions Manager to serve as the regional
point of contact for high-visibility, complex, and sensitive
customer cases requiring executive attention. Positioned within the
Customer Experience organization , this role bridges regional
operations and headquarters , ensuring timely, empathetic, and
brand-aligned resolutions. The Manager acts as the escalation
liaison for issues arising from social media, executive
communications, and mediation requests , supporting senior
leadership while reinforcing trust and accountability across the
ownership journey. Our ideal candidate is diplomatic, poised, and
deeply customer-centric. You thrive in dynamic regional
environments, balancing empathy and policy while managing cases
that carry visibility at the highest levels of the organization.
You protect leadership bandwidth and embody the brand’s commitment
to transparency and excellence. Ideal Candidates have worked with
cross-functional teams in a fast-paced environment and possess
impeccable communication skills. We’re seeking a detail-oriented
professional who exhibits a can-do attitude and approaches their
work with vigor and determination. Candidates will be expected to
possess exceptional learning agility, emotional intelligence, and
leverage their expertise to thrive in an ambiguous fast-paced
environment. This role will be based regionally in the US. The Role
Regional Escalation Management: 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. Mediation Liaison: 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. Social &
Digital Escalations: 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.
Cross-Functional Collaboration: Act as the connective tissue
between regional field leadership, Legal, Service Operations, and
PR to align messaging and drive effective case closure. Support:
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.
Root-Cause Analysis: Conduct regional case debriefs to identify
process breakdowns, training needs, or systemic product/service
issues that require HQ intervention. Customer Advocacy : Represent
both the customer and the company with empathy and
balance—championing resolution while protecting brand integrity and
executive time. Qualifications 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.
Additional Compensation and Benefits : Lucid offers a wide range of
competitive benefits, including medical, dental, vision, life
insurance, disability insurance, vacation, and 401k. The successful
candidate may also be eligible to participate in Lucid’s equity
program and/or a discretionary annual incentive program, subject to
the rules governing such programs. (Cash or equity incentive
awards, if any, will depend on various factors, including, without
limitation, individual and company performance.) By Submitting your
application, you understand and agree that your personal data will
be processed in accordance with our Candidate Privacy Notice . If
you are a California resident, please refer to our California
Candidate Privacy Notice . To all recruitment agencies : Lucid
Motors does not accept agency resumes. Please do not forward
resumes to our careers alias or other Lucid Motors employees. Lucid
Motors is not responsible for any fees related to unsolicited
resumes.
Keywords: Lucid Motors, Surprise , Customer Resolutions Manager, IT / Software / Systems , Phoenix, Arizona
