Program Manager – Sales & Customer Experience

• Job Category Sales
• Employee Type Exempt
• Required Degree 4 Year Degree
• Manage Others No

The Program Manager – Sales & Customer Experience is responsible for developing, implementing, and managing strategic programs that support KARMA's sales organization, dealer network, vehicle distribution, customer experience, and aftersales operations.

Reporting to the VP of Sales & Customer Experience, this role serves as the central program hub across Sales, Field Operations, Marketing/Brand, Supply Chain, Manufacturing, Finance, Legal, Aftersales, and external dealer partners. The Program Manager will translate business objectives into executable programs, establish processes and controls, monitor performance, and drive cross-functional teams toward successful implementation.

This is a hands‑on, highly collaborative role within a lean and agile low-volume automotive OEM environment. The successful candidate must be comfortable developing processes where they may not already exist, managing multiple priorities simultaneously, solving problems quickly, and personally driving execution from strategy through implementation. The role will have significant ownership of dealer network development, corporate identity, vehicle distribution and allocation, accessories and merchandise, Designed by Karma (DBK) Concierge, and other sales and customer experience programs.

• Lead dealer and retail network expansion, including onboarding of new points of sale.
• Serve as the SME for dealer onboarding, franchise processes, buy/sell documentation, and internal approvals.
• Develop and improve standardized processes to support efficient network growth.

• Manage the dealer signage program and external vendor relationships to ensure brand compliance.
• Partner with Brand/Marketing to maintain Karma corporate identity standards, dealer guidelines, and playbooks.
• Monitor dealer facility and signage compliance and drive corrective actions.

• Manage monthly vehicle allocation and distribution across the regions and dealers in partnership with Sales, Manufacturing, and Supply Chain.
• Monitor supply-to-demand, dealer inventory, production, and allocation metrics.
• Maintain internal controls and processes for dealer turndowns, allocations, and earnings.
• Manage Karma accessory and branded merchandise programs, including catalogs, inventory, procurement, and fulfillment.
• Administer dealer and employee portals and coordinate related vendors and suppliers.
• Develop and manage the DBK Concierge strategy, service standards, and phased implementation.
• Partner with Field Operations to coordinate program execution and customer communications.

• Lead strategic Sales, Network, Customer Experience, and Aftersales programs from planning through execution.
• Serve as the central hub for program information, coordinating cross-functional teams, timelines, deliverables, and risks.
• Establish and monitor program KPIs, dashboards, and reporting for leadership.
• Identify process gaps, develop practical solutions, and drive continuous improvement in Karma’s lean, agile operating environment.
• Other duties as required or as assigned.

• Bachelor's degree in Business, Marketing, Automotive Management, Operations, Supply Chain, or related field.
• 5+ years of program management, sales operations, dealer network, automotive retail, customer experience, or related experience.
• Experience working within an automotive OEM, automotive retailer/dealer network, luxury automotive brand, or comparable industry.
• Demonstrated experience managing multiple cross-functional programs from concept…