Head of Customer Experience: Build the CX Engine

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

Benefits offered by this job

Annual bonus

Equity

Medical, dental, and vision coverage

Paid time off

Job summary

Ever is a direct-to-consumer dealership built around used EVs. As Senior Manager of Customer Experience, you will build and lead Ever's CX function from the ground up, owning the customer journey from pre-purchase to post-delivery across SF/LA hubs.

Based in San Francisco or Los Angeles, you will personally handle customer contact at first, stand up the ticketing system, hire and lead a team of CX Specialists, and partner with Sales, Finance, Reconditioning and Delivery to ensure seamless,

Qualifications

• 5+ years in customer experience, customer success, or customer operations with ownership of a support or service function.
• Proven track record hiring, coaching, and leading customer-facing teams.
• Experience in high-growth automotive, retail, e-commerce, or multi-site operations.

Responsibilities

• Stand up Ever's customer experience function as its first dedicated owner, unifying customer contact across the full journey.
• Own the customer relationship from pre-purchase through post-delivery as the single relationship anchor.
• Own the ticketing system end-to-end, including configuration, routing, SLAs, and reporting.
• Own customer-facing communications from deal signing through delivery.
• Monitor and respond to online reviews, feeding themes back into operations.
• Oversee post-delivery customer care, including title/registration follow-up and warranty intake.
• Define and run warm-handoff protocols with Sales, Finance, Reconditioning, and Delivery.
• Hire, train, and lead a growing team of Customer Experience Specialists.

Skills

CX leadership

People leadership

High-growth ops

Ticketing systems

Cross-functional

Communication

Data orientation

Travel readiness

Job description

Ever is a direct-to-consumer dealership built around used EVs. As Senior Manager of Customer Experience, you will build and lead Ever's CX function from the ground up, owning the customer journey from pre-purchase to post-delivery across SF/LA hubs.

Based in San Francisco or Los Angeles, you will personally handle customer contact at first, stand up the ticketing system, hire and lead a team of CX Specialists, and partner with Sales, Finance, Reconditioning and Delivery to ensure seamless,