Member Experience Manager
About The Position
Flexcar is completely reimagining car ownership. Flexcar is the world’s first month-to-month car lease, with insurance and maintenance included. Combining operational expertise with technology, data, and AI , we are transforming every aspect of the customer’s journey and providing a smarter, more flexible alternative to buying or leasing a car. The Member Experience Manager is the on-site leader accountable for delivering an exceptional Flexcar experience at a single location. You’ll combine people leadership, operational execution, and hands-on problem-solving to create a best-in-class member experience while driving consistency with Flexcar’s brand and service expectations. You will manage a team of Member Experience Specialists, oversee daily operations, uphold quality standards, and ensure members feel supported at every stage of their journey: from pickup to ongoing service needs. Your core KPIs are: Customer Experience Score, Inventory Availability Score, Unavailability Score, Fleet Utilization Score.
Requirements
- Leadership – Strong communication, coaching and performance-management skills
- Analytical Thinking – Ability to interpret and act on performance data tied to core KPIs. Strong analytical, problem-solving, and prioritization skills.
- Drive & Work Ethic – Brings urgency and energy every day. Excited about taking on additional responsibility.
- Pursuit of Excellence – Holds themselves to high standards. Never settles for “good enough.” Takes pride in their work.
- People Skills – Communicates with clarity and empathy. Builds trust with customers and teammates in moments that matter.
- Coachable & Curious – Learns fast. Applies feedback quickly. Never satisfied—always looking to improve.
- Grit & Humility – No job is beneath them. They jump in—whether it’s troubleshooting a tech issue or washing a car.
Responsibilities
- Team Leadership & Coaching Lead, coach, and develop a team of Member Experience Specialists to deliver consistent, high-quality service.
- Conduct regular 1:1s, performance feedback, and ongoing skills development.
- Set daily/weekly priorities aligned with Customer Experience Score and operational performance.
- Foster a positive, member-first culture that reflects Flexcar’s values.
- Customer Issue Resolution Drive fast and effective problem resolution that protects or improves the Customer Experience Score.
- Serve as the final escalation point for complex or sensitive member issues.
- Ensure thorough follow-up and accountability for all open cases.
- Operational Oversight Own all on-site Member Experience operations for your location, including member pickups, after-pickup support, and service coordination.
- Maintain site-level Inventory Availability Score by coordinating closely with the Service and Operations teams.
- Reduce Unavailability Score by proactively managing vehicle readiness, service scheduling, and turnaround time.
- Manage scheduling, coverage planning, and workload distribution across the team.
- Ensure all vehicles meet Flexcar’s quality standards prior to pickup/delivery.
- Monitor location-level fleet movement and make adjustments to improve the Fleet Utilization Score and reduce avoidable downtime.
- Track key trends that impact availability and escalate systemic issues.
- Quality & Continuous Improvement Monitor team performance across all core KPIs and take proactive action to maintain high performance standards.
- Identify process gaps and champion improvements that raise service quality and reduce friction.
- Ensure compliance with Flexcar standards, policies, and procedures.
- Hands-On Support (as Needed) Assist with pickups, vehicle movements, service coordination, and member communication during peak times or staffing gaps.
- Model the behaviors and service standards expected from the team.
Benefits
- Rest & Relaxation: Flexible PTO policy.
- Future Savings: Benefit from a 401(k) plan with company match from day one.
- Benefits: Excellent, low-cost healthcare coverage available on day one. Including medical, dental and vision.
- Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee.
- Weekly Pay
- Other amazing perks
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
