Job Description

Leading the future in luxury electric and mobility At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design - where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience. Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you. Overview: We are seeking a talented and results-driven "Business Operations and Excellence Manager" to join our team. As the "Business Operations and Excellence Manager, you will play a pivotal role in enhancing the overall customer journey, driving operational excellence, and ensuring customer loyalty. Reporting to the Director of Sales and Service, you will oversee the Customer Experience Advocates team and collaborate with cross-functional departments to deliver world-class service to our valued customers.

Responsibilities: Create, refine, and assist in developing processes, workflows, and communication expectations for the daily operations of the Customer Experience Advocates team, with the ultimate goal of building strong customer relationships and earning customer loyalty. Utilize customer feedback, analytics, and real-world cases to continuously update and improve processes, ensuring they remain dynamic and responsive to customer needs for our evolving loyalty program. Implement appropriate metrics, stages, and follow-up protocols within existing software to track and enhance the performance of the Customer Experience Advocate team, ensuring timely and effective resolution of customer inquiries and concerns. Communicate with customers appropriately, demonstrating a deep understanding of the Lucid customer profile and their unique requirements, to ensure a personalized and exceptional experience at every touchpoint. Innovate, advocate, and collaborate with internal stakeholders and cross-functional departments to address and resolve Lucid vehicle owners' questions, concerns, or escalations promptly and efficiently. Demonstrate expertise in navigating sensitive customer concerns, focusing on root causes to prevent recurring issues and providing sustainable solutions. Champion the Voice of the Customer across the organization, advocating for improvements to Lucid services or offerings to enhance the overall customer experience. Take ownership of customer cases and see them through to full resolution, coordinating efficiently with internal departments when necessary, to ensure a seamless and satisfying customer experience. Cultivate customer loyalty by consistently delivering a world-class experience, exceeding customer expectations at every interaction.

Requirements: Bachelor's degree in Business, Marketing, or a related field. MBA or equivalent is a plus. Proven experience (X years) in a customer-centric role, such as Customer Experience Manager, Customer Success Manager, or similar. Strong expertise in process improvement methodologies, such as Lean or Six Sigma, and a track record of successfully optimizing customer-centric processes. Excellent analytical skills with the ability to utilize data to drive decisions and improvements. Outstanding communication and interpersonal skills to engage effectively with customers, stakeholders, and cross-functional teams. Empathetic, customer-focused mindset, with a deep understanding of customer needs and expectations. Demonstrated experience in driving customer loyalty and satisfaction in a dynamic and fast-paced environment. Strong project management skills with the ability to handle multiple tasks and priorities simultaneously. Knowledge of the automotive industry. Electric vehicles is a plus. Fluency in both Arabic and English languages is a requirement, with excellent written and verbal communication skills in both languages.

Lucid maintains your privacy according to its Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice. At Lucid, we don't just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations. Notice regarding COVID-19 protocols At Lucid, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus all new Lucid employees, whose job will be based in the United States may or may not be required to provide original documentation confirming status as having received the prescribed inoculation (doses). Vaccination requirements are dependent upon location and position, please refer to the job description for more details. Individuals in positions requiring vaccinations may seek a medical and/or religious exemption from this requirement and may be granted such an accommodation after submitting a formal request to and the subsequent review and approval thereof by our dedicated Covid-19 Response team. To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.