Remote Member Experience Manager

Driven Brands Inc.; North Carolina; Remote; USD 63,000 - 112,000; Full time

Job summary

Driven Brands Inc. is seeking a Member Relations Manager for the Automotive Training Institute (ATI), the leading coaching program for independent shop owners in the US and Canada. The role focuses on voicing member needs, coordinating timely solutions and reducing attrition.

You will own survey programs, translate feedback into improvements, and partner with coaching, training and partnerships to ensure a responsive member experience. Remote work is supported in North Carolina.

Qualifications

• 8+ years in member relations, customer success, or retention roles.
• 5+ years in the automotive industry.
• Excellent written and verbal communication; able to lead outbound calls.
• Extroverted, energetic, and comfortable remote work.
• Strong organizational skills with attention to detail.
• Ability to manage multiple issues and stakeholders.
• Proven ability to translate feedback into program improvements.

Responsibilities

• Build and maintain outbound member-engagement cadence and surface risks.
• Serve as primary contact for member concerns and coordinate resolutions.
• Own voice of member survey programs, deploy and report insights.
• Track issues and commitments and ensure timely updates.
• Identify patterns and recommend program changes.
• Partner with ATI teams to improve member experience.
• Build relationships with ATI and external partners.
• Create reporting on member sentiment and opportunities.
• Escalate high-risk concerns with context and follow-up plan.
• Represent ATI with energy, empathy, and credibility.

Skills

Communication skills

Remote work

Relationship building

Cross-functional collaboration

Organization & follow-up

Problem solving

Automotive industry knowledge

Job description

Driven Brands Inc. is seeking a Member Relations Manager for the Automotive Training Institute (ATI), the leading coaching program for independent shop owners in the US and Canada. The role focuses on voicing member needs, coordinating timely solutions and reducing attrition.

You will own survey programs, translate feedback into improvements, and partner with coaching, training and partnerships to ensure a responsive member experience. Remote work is supported in North Carolina.