The Customer Resolutions Manager at Lucid Motors serves as the regional point of contact for high-visibility, complex, and sensitive customer cases requiring executive attention. Positioned within the Customer Experience organization, this role bridges regional operations and headquarters, ensuring timely, empathetic, and brand-aligned resolutions. The Manager acts as the escalation liaison for issues arising from social media, executive communications, and mediation requests, supporting senior leadership while reinforcing trust and accountability across the ownership journey.

Key responsibilities include leading end-to-end ownership of executive-level customer cases within an assigned U.S. region, ensuring swift, thorough, and transparent resolution across retail, service, and product channels. The role also involves serving as the primary contact for mediation and pre-litigation cases, coordinating with Legal, Service Operations, and Field Quality teams. Additionally, the Manager monitors and triages regional escalations stemming from social media posts, online forums, and executive-tagged emails, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response.

The ideal candidate possesses 8+ years of experience in automotive service operations, customer relations, or executive escalation management, preferably within premium or luxury brands. A proven track record in managing sensitive customer cases, including financial restitution, goodwill, or legal mediation, is essential. Strong interpersonal, written, and verbal communication skills are required, along with proficiency in CRM and case management platforms such as Salesforce, JIRA, or Smartsheet. A bachelor's degree or equivalent experience in Communications, Business, Legal, or a related field is preferred, with an advanced degree or legal background being a plus. The role requires the ability to travel regionally up to 25–35% for on-site support and case reviews.

Lucid Motors offers a competitive compensation package for this position, with a base pay range of $99,000 to $112,000 USD annually. Additional benefits include medical, dental, vision, life insurance, disability insurance, vacation, and a 401k plan. The successful candidate may also be eligible to participate in Lucid’s equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. Compensation decisions are based on various factors, including job-related knowledge, skillset, experience, education, and training.