Member Experience Manager

Flexcar • Larchmont, NY

2d • Onsite

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

• Strong communication, coaching and performance-management skills
• Ability to interpret and act on performance data tied to core KPIs.
• Strong analytical, problem-solving, and prioritization skills.
• Brings urgency and energy every day.
• Excited about taking on additional responsibility.
• Holds themselves to high standards. Never settles for “good enough.” Takes pride in their work.
• Communicates with clarity and empathy. Builds trust with customers and teammates in moments that matter.
• Learns fast. Applies feedback quickly. Never satisfied—always looking to improve.
• No job is beneath them. They jump in—whether it’s troubleshooting a tech issue or washing a car.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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

• Flexible PTO policy
• 401(k) plan with company match from day one
• Excellent, low-cost healthcare coverage available on day one (medical, dental and vision)
• Discounted employee rate on Flexcar products and no annual membership fee
• Weekly Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed