Senior Manager, Owner Success

Pebble•Fremont, CA

10d

About The Position

Pebble is a sustainable living startup defining a new way to live, work and explore from anywhere with a 100% electric, hassle-free RV trailer. Built by a team of experts in both automotive and consumer technology, Pebble combines electrification with cutting-edge automotive technology for a travel trailer experience that removes the hassles RV trailer owners have struggled with for decades. At Pebble, we are building out the future of lighter, more flexible living. We see a world where your home can be anywhere you want to take it. Pebble blends the best of what it means to be at home, on the road, and off-grid into something useful and magical. This is a collective effort. Our team is dedicated to making not just products, but a lifestyle that is truly sustainable. If the idea of building out the future sparks your imagination and intersects with your skills, we’d love to meet you. The Senior Manager, Owner Success is responsible for owning the end-to-end customer experience across technical support, delivery operations, and service coordination. This role leads the Owner Success Team and ensures every customer interaction reflects Pebble’s standard of care: fix the customer first, then the vehicle. This leader will drive operational excellence, customer advocacy, and cross-functional alignment with Service, Engineering, and Manufacturing.

Requirements

7+ years in operations, customer experience, or service leadership
Experience leading support teams or call centers
Strong operational mindset (throughput, forecasting, process design)
Proven ability to handle escalations and drive customer recovery
Excellent cross-functional leadership (Service, Engineering, Logistics)
Bias for action and comfort operating in fast-paced, early-stage environments

Nice To Haves

Experience coordinating field service or roadside assistance programs preferred

Responsibilities

Lead the OST call center handling inbound customer inquiries and technical support
Triage customer concerns, identify root directionally, and determine appropriate next steps
Ensure fast, accurate, and empathetic responses across all channels
Build scalable support processes, scripts, and escalation paths
Partner with Service and Engineering to continuously improve knowledge base (Pebble Scout)
Own delivery scheduling, forecasting, execution, and delivery inventory management
Ensure accurate visibility and control of vehicles pending delivery (readiness, status, location)
Ensure seamless coordination between Sales, Logistics, and Customers
Drive throughput while maintaining a premium delivery experience
Identify and resolve bottlenecks that risk delivery timelines
Triage service needs and coordinate handoff to Service Ops (mobile, partner, in-house)
Coordinate and dispatch roadside assistance, including third-party providers
Serve as the primary point of contact for customers during roadside events to ensure clarity and reassurance
Ensure clean, accurate problem descriptions and context are transferred to service teams
Set clear customer expectations prior to handoff (timelines, next steps, ownership)
Maintain visibility on active cases to ensure continuity and prevent customer drop-off
Partner with Service Ops to reduce delays caused by poor intake or misdiagnosis
Own customer satisfaction, NPS, and overall experience
Lead de-escalation of high-risk or sensitive customer situations
Develop playbooks and training for turning negative experiences into positive outcomes
Act as the voice of the customer internally across all functions
Builds and leads high-performing teams with clear accountability and standards
Coaches and develops team members while managing performance against defined KPIs
Establishes strong operating rhythms (daily/weekly reviews, escalation management, queue oversight)
Creates structure in ambiguity — defines roles, workflows, and ownership across teams
Leads frontline support teams with confidence in real-time decision making and escalations
Hires, ramps, and scales teams quickly without sacrificing quality
Drives cross-functional alignment across Service, Engineering, and Operations
Maintains a customer-first mindset while balancing operational efficiency