Customer Resolutions Manager

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.