Customer Experience ManagerRoda • Rockville, MD, USA
Customer Experience Manager
Roda • Rockville, MD, USA
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job_description.job_card.job_descriptionOversee all customer service operations, ensuring compliance with SLAs. Develop and implement policies and processes to enhance efficiency and improve customer satisfaction. Manage team budget and schedule to ensure maximum coverage in the most cost effective manner. Lead a team of brand ambassadors to represent the company at events, retail locations, and community activations. Ensure brand consistency and alignment across all field activities and messaging. Partner with the marketing team to execute local campaigns that drive awareness and conversion. Collaborate cross-functionally to ensure a unified customer journey. Track key metrics such as NPS, CSAT, customer churn, and lifetime value (LTV) . Stay informed on industry trends and competitive benchmarks to keep our customer experience best-in-class. Analyze customer feedback and data to identify trends and actionable insights. Establish a proactive strategy for anticipating customer needs and reducing friction points. Track team performance, customer satisfaction, and field marketing ROI. Present insights and recommendations to leadership on a regular basis. Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience). 5+ years of experience in customer experience, or customer success. Proven leadership experience managing cross-functional teams, including customer service and field staff. Strong strategic thinking with the ability to translate vision into action. Excellent communication, problem-solving, and interpersonal skills. Comfortable with analyzing data and using insights to drive decision-making. Experience in automotive , consumer goods, retail, or hospitality industries. Knowledge of CRM and customer service platforms (e.g., Zendesk, HubSpot, etc). Familiarity with event planning and field marketing tactics. Competitive compensation Comprehensive benefits, including medical, dental and vision Flexible paid time off 401k plan Discounted car repairs and details
As Roda's Customer Experience Manager, you'll be redefining what it means to care for cars in a big way 🚙 💪 . With over 1,000 5-star customer reviews on Google (and counting!) and thousands of other happy customers, we have only just begun the journey - you can help us get to our next stop.
Join our high-performing and fun team that brings decades of expertise from businesses like Heyday, Framebridge, Casper, Barkbox, Tesla, Enterprise, WeWork, and Marriott, and let's make car care, carefree.
We are seeking a highly motivated and strategic Customer Experience (CX) Manager to lead and elevate our customer journey from first touchpoint to loyal advocacy. This role is ideal for a dynamic leader who thrives on building exceptional customer relationships, managing high-performing teams, and driving growth through hands-on involvement with customer service , brand ambassadors , and on-the-ground sales tactics .
As the CX Manager, you will be responsible for creating seamless, delightful experiences for our customers while ensuring alignment between our service team, brand representatives, and field sales initiatives. Your leadership will directly influence customer satisfaction, retention, and brand reputation.
Key Responsibilities 1. Team Leadership & Development
- Manage, mentor, and develop the customer service team and brand ambassadors .
- Set clear performance metrics, KPIs, and goals for each team and monitor progress regularly.
- Foster a culture of accountability, customer obsession, and continuous improvement.
- Recruit, train, and onboard new team members to ensure a consistently high standard of service.
- Other duties as required
2. Customer Service Operations
3. Brand Ambassadors
4. Strategy & Growth
5. Reporting & Analysis
Qualifications
Working at Roda :
We respect the person in the driver's seat. Everyday we work hard to build a culture of respect for our customers and that starts with our team. We empower autonomy, respect each others' time and act like human beings to each other.
Roda is a startup within Graham Holdings Company and Graham Ourisman Automotive, a publicly traded company with a long, successful legacy. Join the best of both worlds : a startup environment with the opportunity to build something amazing that is backed by the support of industry legends.
Benefits
To apply for the position, please submit an application to
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Customer Experience Manager • Rockville, MD, USA
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