Customer Engagement Manager ( West Coast

Customer Engagement Manager

Full‑time position located on the West Coast (USA).

• Take full ownership of a defined book of business, driving platform adoption and dealership performance through data‑backed strategy and regular check‑ins.
• Serve as the primary point of contact, fostering strong relationships that turn clients into brand champions.
• Proactively identify accounts with declining engagement or underperformance and implement targeted recovery plans to restore health and value realization.

• Conduct high‑impact remote consultations to elevate dealership performance across the full suite of platform solutions.
• Monitor key performance indicators (KPIs) and provide ongoing recommendations for operational improvements.
• Use storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals.

• Be responsible for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in your portfolio.
• Confidently lead discussions across varying levels of dealership leadership, tailoring your approach to resonate with each audience.

• Collaborate with the VP of Operations & Consulting and Director of Engagement to refine internal processes, identify new playbooks, and scale best practices.
• Support strategic relationships across larger dealer groups and OEM partners to maximize account value and retention.
• Identify and pass along expansion opportunities, upsell potential, and cross‑sell opportunities based on customer needs and platform engagement.

• Where necessary, apply a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies that yield measurable performance gains.

• Our team is growing, so should your career path. By proving yourself as a high performer, position yourself for forthcoming opportunities in management, parallel departments, and/or potential new divisions.
• Be vocal. We’re open to developing new processes to assist in our scaling & improve our overall client experience. Drive performance today, help shape tomorrow.
• Gain insight into critical strategic initiatives with a direct line to the Executive team.

• Education & Experience:
  
  Bachelor’s or Master’s degree with 4–8 years of directly relevant experience in the automotive industry (dealership, vendor, OEM), consulting, or a similarly demanding, fast‑paced environment.
• Domain Expertise:
  Deep familiarity with automotive fixed operations—from appointment scheduling through payment processing. You understand the full lifecycle of a repair order (RO) and the critical nuances that impact efficiency and customer satisfaction.
• Preferred Background: A business degree from an accredited institution and/or equivalent hands‑on experience in automotive operations or consulting roles.
• Strategic Problem Solving: A structured and thoughtful approach to solving complex challenges across technology, operations, and people.
• Change Management Acumen:
  Familiarity with well‑established change management frameworks and experience applying them to guide clients through operational transformation.
• Relevant Industry
  
  Experience:
  
  Previous roles in fixed ops leadership, performance consulting, or success management are highly preferred.
• Relationship Resilience:
  You bring a tenacious, solution‑oriented mindset—committed to building strong, trust‑based relationships even in challenging circumstances.
• Autonomous Execution:
  Highly self‑motivated and capable of operating with minimal oversight.
• Growth Mindset:
  Strong intellectual curiosity and a passion for continuous improvement.
• Analytical Fluency:
  Proficient in identifying patterns, trends, and insights in performance data—and translating them into actionable recommendations.
• Communication Excellence:
  Exceptional written and verbal communication skills. Able to craft compelling narratives and present findings to both technical and non‑technical audiences.
• Start‑up/Growth…