Job Overview:

Harbinger is seeking an experienced Customer Experience (CX) Manager to lead dealer, fleet, and customer satisfaction initiatives throughout the ownership lifecycle. In this pivotal role, you will serve as the primary advocate for our partners and end-users, monitoring the holistic customer journey and driving robust dealer engagement. You will facilitate critical communications across internal departments and spearhead continuous improvement programs designed to optimize customer loyalty, elevate dealer satisfaction, and advance Harbinger’s strategic mission.

What You'll Do:

• Dealer Relationship Management: Serve as the principal relationship manager for assigned dealers and fleet accounts, facilitating regular engagement meetings and ensuring comprehensive dealer onboarding and support.

• Voice of the Customer (VOC) Leadership: Collect, analyze, and present comprehensive customer feedback regarding sales, delivery, service, parts, and support to executive leadership to identify recurring themes and strategic opportunities.

• Program & Process Optimization: Collaborate in the design and implementation of customer-facing programs, recommend evidence-based process improvements, and monitor the adoption and efficacy of these initiatives.

• Cross-Functional Collaboration: Act as the central liaison bridging Sales, Service, Parts, Engineering, Operations, and the Dealer Network. Track open action items and orchestrate rapid resolutions for escalated customer concerns.

• Performance Monitoring: Track and evaluate key performance indicators (KPIs) including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Dealer Satisfaction, escalation response times, and retention metrics.

• Strategic Insights & Reporting: Support the development of performance dashboards and executive reports to provide actionable insights regarding customer trends, engagement metrics, and emerging risks.

Who You Are:

• Experience: 8+ years of proven experience in Customer Experience, Account Management, or a closely related discipline.

• Education: Bachelor's degree in Business Administration, Communications, or a related field.

• Communication: Superior verbal, written, interpersonal, and presentation skills. You possess the ability to address complex inquiries confidently and employ strong negotiation skills to achieve mutually beneficial outcomes.

• Accountability: A high level of integrity and reliability, with a steadfast commitment to follow-through, transparent communication, and operational consistency.

• Adaptability & Stakeholder Management: Adept at interpreting complex customer needs, demonstrating active listening, and adjusting strategies to align with evolving priorities and feedback.

• Analytical & Strategic Thinking: Strong project management, organizational, and critical-thinking capabilities, tailored for success in a dynamic, fast-paced environment.

• Technical Proficiency: Advanced computer literacy with the ability to swiftly adapt to new enterprise software and reporting systems.

• Work Ethic: Self-motivated, versatile, and highly detail-oriented, with a proven capacity to manage shifting priorities and drive projects to completion.

Nice to Have:

• Professional background in the commercial vehicle, fleet management, or automotive industries.

• Demonstrated experience managing, onboarding, or supporting a comprehensive Dealer Network.

• Proficiency with CX dashboarding tools, enterprise CRM platforms (e.g., Salesforce), and ticketing workflows.

• A proven track record of designing and scaling Voice of Customer (VOC) programs from inception.