Customer Engagement Manager ( West Coast)

myKaarma • Washington, NV

3h • Remote

About The Position

This Customer Engagement Manager role is a full-time position located on the West Coast (USA), focusing on owning and growing client relationships within a defined book of business. The manager will drive platform adoption and dealership performance through data-backed strategies and regular check-ins, serving as the primary point of contact to foster strong client relationships and turn them into brand champions. Key responsibilities include proactively identifying and implementing recovery plans for accounts with declining engagement or underperformance, conducting high-impact remote consultations to elevate dealership performance across the full suite of platform solutions, and monitoring KPIs to provide ongoing recommendations for operational improvements. The role requires using storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals. The manager is accountable for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in their portfolio, confidently leading discussions across varying levels of dealership leadership. Strategic collaboration with the VP of Operations & Consulting and Director of Engagement is essential to refine internal processes, identify new playbooks, and scale best practices. The position also involves supporting strategic relationships across larger dealer groups and OEM partners to maximize account value and retention, and identifying expansion, upsell, and cross-sell opportunities. The company encourages a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies, and values continuous improvement and vocal contributions to shape future directions and improve client experience, offering a direct line to the Executive team for critical strategic initiatives.

Requirements

• Bachelor’s or Master’s degree with 4–8 years of directly relevant experience in the automotive industry (dealership, vendor, OEM), consulting, or a similarly demanding, fast-paced environment.
• Deep familiarity with automotive fixed operations—from appointment scheduling through payment processing.
• Understanding of the full lifecycle of a repair order (RO) and the critical nuances that impact efficiency and customer satisfaction.
• A structured and thoughtful approach to solving complex challenges across technology, operations, and people.
• Comfortable navigating ambiguity and driving toward clarity.
• Familiarity with well-established change management frameworks and experience applying them to guide clients through operational transformation.
• A tenacious, solution-oriented mindset—committed to building strong, trust-based relationships even in challenging circumstances.
• Comfortable with tough conversations or uphill battles.
• Highly self-motivated and capable of operating with minimal oversight.
• Consistently deliver high-quality work, on time, with professionalism and pride.
• Strong intellectual curiosity and a passion for continuous improvement.
• Know how to prioritize for impact and focus on driving outcomes, not just checking boxes.
• Proficient in identifying patterns, trends, and insights in performance data—and translating them into actionable recommendations.
• Exceptional written and verbal communication skills.
• Able to craft compelling narratives and present findings to both technical and non-technical audiences.
• Mission-Driven Mentality: You’re not looking to just fill a role—you want to make an impact, shape the future, and be a core contributor to a company’s growth journey.

Nice To Haves

• A business degree from an accredited institution and/or equivalent hands-on experience in automotive operations or consulting roles.
• Previous roles in fixed ops leadership, performance consulting, or success management.
• Experience in a high-growth division or start-up environment.

Responsibilities

• Take full ownership of a defined book of business, driving platform adoption and dealership performance through data-backed strategy and regular check-ins.
• Serve as the primary point of contact, fostering strong relationships that turn clients into brand champions.
• Proactively identify accounts with declining engagement or underperformance and implement targeted recovery plans to restore health and value realization.
• Conduct high-impact remote consultations to elevate dealership performance across the full suite of platform solutions.
• Monitor key performance indicators (KPIs) and provide ongoing recommendations for operational improvements.
• Use storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals.
• Be responsible for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in your portfolio.
• Confidently lead discussions across varying levels of dealership leadership, tailoring your approach to resonate with each audience.
• Collaborate with the VP of Operations & Consulting and Director of Engagement to refine internal processes, identify new playbooks, and scale best practices.
• Support strategic relationships across larger dealer groups and OEM partners to maximize account value and retention.
• Identify and pass along expansion opportunities, upsell potential, and cross-sell opportunities based on customer needs and platform engagement.
• Apply a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies that yield measurable performance gains.
• Be vocal and open to developing new processes to assist in scaling and improving overall client experience.
• Drive performance today, help shape tomorrow.
• Gain insight into critical strategic initiatives with a direct line to the Executive team.

Benefits

• Comprehensive Total Rewards package that extends beyond the base salary.
• Competitive compensation includes bonuses.
• Flexible Work Environment: high-performance, flexible structure that values freedom and responsibility.
• Comprehensive medical, dental, vision, life, and disability benefits.
• Wellness and telework stipends.
• Generous vacation time.
• Dog-friendly offices.
• Unlimited snacks or refreshments onsite.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees