Head of Customer Experience — Build & Scale CX

Ever; San Francisco (CA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Annual performance bonus

Equity

Medical, dental, and vision coverage

Paid time off

Job summary

Ever, a San Francisco–based EV dealership, seeks a Senior Manager, Customer Experience to build and lead a unified CX function from the ground up. You will own the customer journey from pre-purchase to post-delivery, stand up a ticketing system, and partner with Sales, Finance, Reconditioning, and Delivery to ensure seamless handoffs and rapid issue resolution.

You'll hire and mentor a growing CX team, implement improvements, and report on monthly performance, with occasional travel between SF

Qualifications

• 5+ years in customer experience, customer success, or operations with direct ownership of a support function.
• Experience hiring, coaching, and leading customer-facing teams.
• Experience in high-growth automotive, retail, e-commerce, or multi-site or direct-to-consumer operations.
• Hands-on experience configuring and running a support ticketing or CRM system with routing, tiers and SLAs.
• Cross-functional collaboration across Sales, Finance, Operations and field teams.
• Excellent written and verbal communication with de-escalation and goodwill decision skills.
• Data-driven, turning support and review data into themes and improvements.
• Willingness to travel occasionally between SF and LA hubs.

Responsibilities

• Stand up Ever's customer experience function as its first dedicated owner and bring scattered contact under a single, always-on layer.
• Own the customer relationship from pre-purchase through post-delivery, anchoring the relationship even when specialists handle the resolution.
• Own the ticketing system end to end, including configuration, routing logic, tier definitions, SLAs, and reporting.
• Manage milestone communications from deal signing through delivery with proactive, timely customer updates.
• Monitor and respond to online reviews to protect Ever's reputation and drive improvement themes.
• Oversee post-delivery customer care, including title/registration follow-up, warranty intake, and return initiation.
• Define and run warm-handoff protocols with Sales, Finance, Reconditioning, and Delivery.
• Hire, train, and lead a growing team of Customer Experience Specialists, evolving to oversight and escalation.
• Produce monthly improvement reporting and feed back into Weekly Business Review.

Skills

Customer experience leadership

People leadership

High-growth operator

Systems and ticketing fluency

Cross-functional collaboration

Communication and judgment

Data orientation

Travel readiness

Job description

Ever, a San Francisco–based EV dealership, seeks a Senior Manager, Customer Experience to build and lead a unified CX function from the ground up. You will own the customer journey from pre-purchase to post-delivery, stand up a ticketing system, and partner with Sales, Finance, Reconditioning, and Delivery to ensure seamless handoffs and rapid issue resolution.

You'll hire and mentor a growing CX team, implement improvements, and report on monthly performance, with occasional travel between SF