Customer Resolutions Manager

• 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.

This role creates positive change by ensuring timely, empathetic, and brand-aligned resolutions for high-visibility customer cases, reinforcing trust and accountability across the ownership journey while protecting leadership bandwidth and embodying the brand's commitment to transparency and excellence.

• 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.

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.)

Lucid Motors sets out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence, designed for the future of mobility with a focus on sustainability.