Customer Experience Manager

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.

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.

• 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.

• 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.

• 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.

• 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.

• Work with Training teams to integrate CX principles into employee onboarding and continuous education programs across the company, fostering a customer‑centric culture.

• 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 with in 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.

• 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.
• Early‑stage Stock Options
• Robust Retirement Savings (401k, HSA, FSA)
• Annual Vacation Bonus
• Wellness & Fertility Benefits
• Cell Phone Stipend
• Complimentary Meals & Stocked Kitchens

$80,000 - $120,000 USD

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