Customer Resolutions Manager

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.

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

: 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.)

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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.

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